Senior Customer Service Steering & Reporting Manager (m/f/d)

Team

We are a small, dedicated team with experience in customer service and customer operation. We place great emphasis on an appreciative approach. We are constantly working on expanding and advancing customer cooperation every day.

Your Responsibilities

Customer Service Operations

• Plan, monitor, and steer daily operations of Raisin's Customer Service teams (internal and external), ensuring smooth front- and back-office activities.
• Oversee and manage the performance of Raisin's outsourced service provider, driving accountability and optimising service quality.
• Build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships.
• Develop and implement performance metrics (KPIs) to measure, evaluate, and enhance operational performance.

Data-Driven Performance Optimization

• Analyse customer service data to derive insights and identify areas for improvement in processes, communication, and service delivery.
• Implement and expand KPIs to ensure continuous performance improvements, identifying trends, operational bottlenecks, and areas for focus.
• Prepare detailed operational forecasts and models to ensure accurate resource allocation, prevent backlogs, and support business growth.
• Collaborate closely with marketing and other departments to ensure forecast drivers are current and reflect accurate business realities.

Process Improvement and Innovation

• Identify operational constraints and propose solutions to drive process, product, and service improvements.
• Lead initiatives to amend customer communications based on feedback and operational insights.
• Collaborate with product development, customer service, and other teams to ensure that insights from data are translated into actionable improvements.

Communication and Reporting

• Develop and deliver presentations to key stakeholders, providing clear data-driven insights, reports, and recommendations.
• Prepare and present PowerPoint presentations on service performance, resource allocation, and forecasts for internal stakeholders and external vendors.

Your Profile

Experience Required

• 3+ years of experience in a customer service operations or steering role, with experience in data analysis.
• Experience managing outsourced service providers and vendor relationships.

Technical Skills

• Proficiency in data analysis tools such as Excel, Looker, or other relevant platforms.
• Strong understanding of KPIs and performance management techniques.
• Experience with forecasting models and operational planning.
• Familiarity with CRM systems and customer service platforms.

Communication & Presentation

• Excellent communication skills, both verbal and written, with the ability to present complex data in a clear and concise manner.
• Proven ability to develop and deliver professional presentations using tools like Google Slides.
• Fluency in English and German. Other European languages are a plus.

Analytical & Problem-Solving Skills

• Strong analytical mindset, with the ability to interpret data and make data-driven decisions.
• Demonstrated experience in identifying operational challenges and creating innovative solutions.

Interpersonal Skills

• Ability to work cross-functionally and collaboratively with marketing, product, and customer service teams.
• Strong organisational skills with the ability to manage multiple projects and stakeholders.

Join our mission, join our team - and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which, connects more than 40 different nationalities.

You'll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Access to Babbel for continuous language learning.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• Flexible working hours, home office and 28 vacation days.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• You are moving from another country or city to join us? We will support your relocation.