Job description

As Customer Experience Leader (m/f/d) Leader at zvoove in Germany, you are the owner of the transformation roadmap for the areas of Customer Service, Customer Success Management, and Knowledge Management, ensuring high customer satisfaction, retention, and efficiency.

Your tasks

• Transformation Orchestration and Management: Together with your team, you are responsible for developing and implementing the CX transformation roadmap in close collaboration with relevant departments
• Process Definition and Continuous Improvement: You define customer service processes in collaboration with stakeholders and ensure continuous optimization to maintain the highest efficiency and customer focus
• Program Definition and Management: Together with your team, you develop and successfully implement CX programs aimed at increasing customer retention and driving growth
• Collaboration with Teams: You work closely with all relevant departments (such as Sales, Product Development, Marketing) to ensure that customer needs are addressed promptly and proactively
• Monitoring & Reporting: You define relevant KPIs to measure goal achievement and create regular progress reports for the senior leadership team
• Team Development: You are responsible for the development of your team members through coaching and regular feedback
• Best Practices sharing: You organize the exchange of best practices both within zvoove Germany and within the global zvoove group

Your profile

• Several years of experience in customer service management, customer success and project management in corporate environment and in the B2B SaaS space. Ideally also in customer success management
• Proven leadership experience in managing, developing, and motivating teams, particularly in a fast-growing company
• Extensive experience in CX transformation and project management, along with a solid technical understanding
• Strong analytical skills and a structured mindset to optimize processes, analyze data, and make informed, data-driven decisions
• Excellent communication skills, with the ability to collaborate effectively with both customers and internal teams and communicate complex topics clearly
• High initiative, solution-oriented thinking, and a hands-on mentality
• Languages: Fluent in German and good proficiency in English, both written and spoken

Your benefits at zvoove

• Access to the LEAD program to support your continuous development of leadership skills, as well as access to the Leader's Peer Coaching Groups
• A dynamic work environment and the opportunity to make a real impact on the success of our customers in a dedicated and talented team
• Collaboration in an empathetic and appreciative team
• Structured onboarding to ensure a smooth start, supported by a "buddy"
• You can apply your knowledge and personal strengths, while further qualifying and developing through various learning formats
• You have the opportunity to take part in the benefits of our hybrid work concept, which includes working in the office, home office, mobile work, and workations
• A variety of benefits, such as retirement plans, health management, and employee discounts
• Well-behaved dogs are welcome at all locations

I look forward to receiving your application

Svenja Krüßel
D-49835 Wietmarschen-Lohne
Tel.: 0170-7888740
E-Mail: career@zvoove.com

About us

zvoove is the market-leading provider of cloud solutions for temporary staffing and cleaning service providers in Europe. In a dynamic ecosystem of service providers, the extended workforce and corporates, zvoove improves the world of work through end-to-end digitalization for service providers, more job offers and career opportunities for employees and reliable workforce for corporates. Around 6,700 customers trust in zvoove. Today, they manage over 2.5 million employees, 17.5 billion euros in annual payroll and over two million applications per year via the zvoove platforms. zvoove employs 650 people worldwide at 21 locations throughout Europe and Latin America.