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About the Role
In this role, you will lead a small team, optimize processes, and enhance the customer experience, positioning Customer Care as a strategic revenue driver within the e-commerce sector. You will establish a modern, scalable customer care structure in close collaboration with digital, product, and operations teams.
Responsibilities
- Oversee the entire Customer Care department, from operational management to strategic development.
- Transform Customer Care from a service center to a profit center by integrating proactive upselling and cross-selling strategies.
- Lead, coach, and develop a small, growing team, and manage external resources during peak seasons.
- Drive the advancement of the existing Gorgias system, implementing automations and AI solutions like chatbots or self-service options.
- Analyze and optimize processes, KPIs, and workflows to continuously increase efficiency, customer satisfaction (CSAT, NPS, CES), and Customer Lifetime Value (CLV).
- Collaborate closely with Digital, Product, and Operations teams, incorporating customer feedback into decisions to minimize conversion drop-offs and increase repurchase rates.
- Identify recurring pain points and develop sustainable, data-driven solutions.
Requirements
- Completed university degree in Business Administration, Marketing, or a comparable qualification.
- 3-4 years of experience in Customer Care, preferably in e-commerce.
- Strong commercial mindset with proven experience in converting service interactions into revenue opportunities (retention, cross- and upselling).
- Initial leadership experience and enthusiasm for hands-on team building.
- Proficiency with Gorgias, Zendesk, or similar ticketing systems, and expertise in process design and optimization.
- Interest in and competence with AI, automation, and digital tools.
- Analytical, communicative, and organizational strengths, with both strategic and operational thinking.
Skills
- Customer Care
- E-commerce
- Team Leadership
- Process Optimization
- KPI Analysis
- Customer Satisfaction Metrics (CSAT, NPS, CES)
- Customer Lifetime Value (CLV)
- Upselling
- Cross-selling
- Gorgias
- Zendesk
- Ticketing Systems
- Automation
- AI
- Chatbots
- Self-Service Options
- Digital Tools
- Analytical Skills
- Communication Skills
- Organizational Skills
- Strategic Thinking
- Operational Thinking
Location
- Berlin
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- Senior Manager
- Lead
- 3-4 years
Education Level
- University Degree
Benefits
- Scope for design in a fast-growing, creative start-up.
- Inspiring team, short decision paths, and genuine trust in your ideas.
- Modern office in Berlin-Charlottenburg with flexibility through remote options.
- Subsidies for Urban Sports Club & Deutschlandticket.
- Exclusive product discounts.
About the Company
- DR. EMI ARPA Skin GmbH stands for modern, scientifically based skincare, manufactured in Germany.
- Founded by Berlin-based dermatologist Dr. Emi Arpa, the company combines effective, high-quality ingredients with ferments to create potent and sustainable solutions for all skin types.
- Vegan and PETA-certified, DR. EMI ARPA Skin emphasizes transparency and skin health, aiming to usher in a new era of skincare.
- The team consists of approximately 60 colleagues in the premium skincare sector, characterized by engagement, support, and passion for high-quality products.