International. Digital. Sustainable. We have big goals. Our teams are bursting with positive energy and have a unique creative drive. Let's make a difference together, challenge the status quo and shape the future of the digital fashion world._
- Fonte: Classifica dei negozi online più venduti "E-Commerce-Markt Deutschland 2023" di EHI Retail Institute/ecommerceDB **Posizione**:
**This is what your job entails** Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardize processes and drive innovation! **Your task** You will monitore and track the daily performance of our Inhouse Units and our Service Providers. Therefore you will be the first point of contact for them and adjust short-term needs (e.g., absences, routing, daily reporting). You will make decisions on a day-to-day basis focussing on required KPI-fulfillment (e.g. service level, handling rates). Beyond that you will create high-level performance analysis based on given models and identify root causes in case of intraday performance deviation to propose actions for improving and stabilizing the contact handling performance. **Your contribution** With the responsibility to achieve the defined international service KPI by steering the day-to-day performance of the Inhouse Units and Service Provider for the European market you will shape the international CCM. **Your environment** Customer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland. **Your freedoms** If you like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape. **Requisiti**:
**What you bring along** Where bonprix is, is in front. For that, we need people like you who are simply more advanced in their thinking. Who think agilely and turn a "can't do" into a "can do". Ideally, you also bring the following with you. **Your education** You have successfully completed an apprenticeship. **Your experience** You are experienced in intraday management in a multichannel-environment and you know the related relevant KPI and their interdependencies to different contact channels. Also you are aware of business/performance priorities and corresponding KPI-fulfillment. **Your skills** You have a minimum B2-level English proficiency and analytical skills as well the knowledge of analytical tools (e.g. Excel, Qlik Sense). You are a solution-focused team player with good communication and collaboration skills. And of course you have a strong customer focus! **Your softskills** You are well experienced and enjoy working in an intercultural team setup. You thrive to work in a high-paced, sometimes stressful, and changing environment. **Altre informazioni**:
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- Any questions?_ We are sure Bettina has the right answer for you!
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