Senior Customer Care Country Manager – DACH

About the role

As the Senior Customer Care Country Manager for the DACH market, you will lead a dedicated Front Office team to deliver premium, solution‑oriented support to our customers. This permanent role is based in Munich and plays a pivotal part in shaping Westwing’s success in its most important region.

Key responsibilities

• Lead, coach and develop the Front Office team serving Germany, Austria and Switzerland.
• Ensure high‑quality, customer‑centric service across all touchpoints.
• Monitor, analyse and optimise daily operations and KPIs together with Workforce Management.
• Act as escalation point for complex cases and collaborate with Quality, Training, Logistics and Product teams.
• Drive process improvements and implement best practices, leveraging AI and automation where applicable.

Required profile

• Solid background in Customer Care with proven leadership experience.
• Track record of managing teams and achieving operational KPIs.
• Excellent communication, problem‑solving and empathy.
• Strong organisational and prioritisation skills in a fast‑paced environment.
• Fluency in German and English, both written and spoken.

Required skills

What we offer

• International, informal and non‑political work environment.
• Hybrid working mode (3 office days per week) with up to 4 weeks of temporary work‑from‑anywhere.
• 30 days paid holiday, dog‑friendly office, free beverages and cafeteria options.
• Employee discounts on Westwing collections and third‑party brands.
• Health and wellbeing programmes, sports membership, mental‑health support and vaccinations.
• Subsidised green mobility, company daycare and regular team events.