Customer Service Director (f/m/d)

Who We Are

Spread Group is a renowned global provider of customized apparel and lifestyle products, distinguished by our commitment to made-to-order technology. Our core business model revolves around producing precisely what our customers desire, precisely when they desire it. As pioneers in this space, we combine sustainability with on-demand personalization, enabling individuals and businesses to express their unique identities through bespoke creations. Join us to be part of a global leader in the exciting world of personalized apparel and lifestyle products!

As we continue to expand our business, we are seeking a curious and passionate individual to join our team as the Director Customer Service (f/m/d) and drive our business forward.

This role is full-time and offers the flexibility to work on-site (hybrid) at our Leipzig headquarters or in Berlin.

What You´ll Do

• Development and implementation of customer service strategies aligned with company objectives, ensuring a superior customer experience
• Leadership, Mentorship and Management of the customer service team to achieve high performance and customer satisfaction
• Supervision of service delivery across all channels (phone, email, chat, social media) within the different business units, ensuring efficiency and timely issue resolution
• Analysis of customer feedback and performance data to drive continuous improvement and optimize processes.
• Increase in cost efficiency by managing the department's budget, identifying  and managing outsourcing opportunities and optimizing resource allocation.
• Collaboration with other departments to improve service quality, streamline operations, and enhance product or service offerings.
• Addressing escalated customer issues and development of contingency plans to handle service disruptions. 

What You´ll Bring

• Extensive Experience in a senior leadership role within customer service or contact center management.
• Strong knowledge of customer service principles, processes, and technologies (CRM systems, service platforms).
• Excellent leadership and people management skills, with experience in developing and mentoring teams.
• Strategic thinker with strong problem-solving abilities and experience in driving operational improvements.
• Strong communication and interpersonal skills, able to manage internal and external stakeholder relationships effectively.
• Data-driven approach with experience using analytics to inform decision-making and performance tracking.
• Bachelor’s degree in Business Administration, Management, or related field; MBA preferred. 

Why Should You Join Us

• Flexibility & Trust: Take advantage of flexible working hours and remote work options within Germany, all based on mutual trust, ensuring a healthy work-life balance that suits your needs.
• Time to Recharge: Enjoy 30 days of paid vacation and relish family-friendly working policies that cherish your precious moments with loved ones.
• Transparency & Growth: Attend regular General Assemblies (GAs) to be part of our vision, knowing you contribute to a bright future. Benefit from our in-depth onboarding program and visit production sites in the Czech Republic to deepen your understanding of our operations.
• Learn & Excel: Elevate your skills with German and English language courses, interdisciplinary workshops, and training, empowering your professional growth.
• Perks That Delight: Benefit from exclusive corporate discounts on a wide range of renowned brands and indulge in remarkable discounts on our products. Additionally, enjoy access to irresistible discount campaigns tailored just for you.
• Inspiring Spaces: Work in modern offices designed to inspire creativity, boasting a rooftop terrace and cozy kitchens for breaks and after-work events.
• Celebrate Success: Join our lively company events, from unforgettable summer and Christmas parties to exciting team-building activities and engaging workshops.
• Be You & Belong: Embrace a warm and inclusive atmosphere where authenticity is celebrated, with no dress code to limit your self-expression. Bring your four-legged friends along for an uplifting work environment. 

Equal Opportunity Employer

We value diversity at Spread Group. We are proud of and continue to encourage the increasing diversity of our company culture and community. Your skills, talents, and experience are our focus no matter your age, ethnicity, religion, national origin, gender, sexual orientation, marital or disability status.