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**:
**_
- Any questions?_ We are sure Bettina has the right answer for you!
- +49 40 6462 2076