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About the Role
Shape the future of Customer Service at Kleinanzeigen by designing seamless, scalable, and commercially impactful customer experiences. Define how millions of customers interact with our support channels while balancing exceptional experiences with operational efficiency.
Responsibilities
- Own the end-to-end Customer Experience strategy across all CS channels, balancing customer satisfaction with operational efficiency from first contact to resolution.
- Co-own the cost-to-serve P&L, defining and tracking KPIs to optimize cost per contact, cost per resolution, and the commercial impact of CX initiatives.
- Lead customer segmentation and channel strategy, defining service tiers and the optimal mix of self-service, AI, and human support for each customer segment.
- Own the AI and automation experience, ensuring a consistent interaction design, tone of voice, and benchmarking Kleinanzeigen's service against best-in-class standards.
- Turn customer insights into action by analyzing CSAT, NPS, operational data, and feedback to identify root causes, prioritize improvements, and measure ROI.
- Drive cross-functional CX initiatives by partnering with Product, Data, Tech, UX, PRO, and Customer Service teams to embed customer experience into products and automation.
- Represent the customer voice at leadership level, building alignment across stakeholders and presenting data-driven business cases for CX investments.
Requirements
- 5+ years of experience in Service Design, Customer Experience Strategy, or a related field, ideally within a marketplace, platform, or high-volume Customer Service environment.
- Proven track record of translating customer experience initiatives into measurable commercial outcomes, with a strong understanding of cost-to-serve metrics and unit economics.
- Experience defining customer segmentation, channel strategies, and AI- and automation-enabled service experiences, balancing customer needs with operational efficiency.
- Data-driven and analytical, using customer feedback, CSAT, contact data, and funnel analytics to identify opportunities and shape service improvements.
- Excellent communicator and strategic collaborator with fluent German and English language skills, comfortable influencing cross-functional stakeholders, presenting to senior leaders, and combining big-picture thinking with attention to design detail.
Skills
- Service Design
- Customer Experience Strategy
- Cost-to-serve metrics
- Unit economics
- Customer segmentation
- Channel strategies
- AI- and automation-enabled service experiences
- Data analysis
- Customer feedback analysis
- CSAT
- Contact data analysis
- Funnel analytics
- Communication
- Strategic collaboration
- German language proficiency
- English language proficiency
Location
- Berlin-Charlottenburg
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years
Benefits
- Flexible working time (hybrid)
- 20 days “work from anywhere”
- Paid additional parental leave for both parents
- Extra paid days off for special occasions
- Confidential support & coaching for you and your loved ones
- Annual company sports events
- Pension and life insurance
- Personal development budget
- Learning opportunities to grow your skills and career
- Corporate benefits and exclusive discounts
- An attractive referral program
- Transportation allowance
- Free shipping on Kleinanzeigen Direktkauf
About the Company
- Kleinanzeigen is the leading online classifieds market in Germany, enabling users to buy and sell second-hand items, contributing to sustainability. With over 55 million ads across numerous categories and around 35 million monthly users, it's one of Germany's most used websites. Originally launched as eBay Kleinanzeigen in 2009, it became part of Adevinta in June 2021 and was renamed Kleinanzeigen in May 2023.
Equal Opportunity
- Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.