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About the Role
As a Director in Customer Service & Operations at Simon-Kucher, you will advise leading companies on the strategic and operational transformation of their customer-facing functions. You will develop future-proof strategies and operating models, transform end-to-end customer journeys, and leverage digital, data, and AI to enhance customer experience, operational excellence, and commercial performance.
Responsibilities
- Lead strategic and operational consulting projects from conception to implementation, managing project teams and ensuring quality, timeliness, and budget adherence.
- Develop visions, strategies, and transformation roadmaps, and design target operating models encompassing organization, processes, governance, capabilities, and technology.
- Shape customer journeys across front and back office, consistently integrating customer experience, service quality, operational efficiency, and commercial success.
- Develop innovative solutions using digitalization, automation, advanced analytics, GenAI, and new AI-based operating models to sustainably transform service processes and customer interactions.
- Identify optimization potential and develop solutions for service and commercial excellence, covering processes, performance management, KPIs, and governance models.
- Build long-term customer relationships, identify new business opportunities, and develop leads, proposals, and pitches to secure new mandates and develop existing clients.
- Lead and develop project teams, coach colleagues, and strengthen the company's positioning in Customer Service & Operations through new perspectives and thought leadership.
Requirements
- Extensive senior-level consulting experience, ideally from a leading strategy or management consultancy, with a proven track record of successfully managing demanding client projects and teams.
- Profound expertise in Customer Service and Customer Operations / Order-to-Cash (O2C), with successful experience in areas such as strategy development, target operating models, end-to-end customer journeys, service & commercial excellence, and performance optimization.
- A compelling track record in leading complex transformation projects, combining strategic-conceptual strength with a pragmatic, implementation- and results-oriented approach.
- Confident interaction with senior management and C-level executives, with the ability to persuasively communicate complex topics and gain stakeholder buy-in.
- Experienced leadership personality adept at developing teams and talent, fostering a collaborative, performance-driven work environment.
- A combination of consulting expertise and operational leadership or results responsibility in Customer Service, Customer Operations, or a comparable function.
Skills
- Customer Service
- Operations
- Strategy Development
- Target Operating Models
- End-to-End Customer Journeys
- Service Excellence
- Commercial Excellence
- Performance Optimization
- Digitalization
- Data Analytics
- AI
- GenAI
- Project Management
- Team Leadership
- Stakeholder Management
- Business Development
Location
- Berlin
- Bonn
- Frankfurt/Main
- Hamburg
- Köln
- München
Work Type
- Hybrid Working
Experience Level
- Senior-Level
- Director
Salary/Compensations
- Bonus payments
- Participation in company success
- Hybrid working subsidy
Benefits
- Steep learning curve
- Extensive in-house training and development programs
- LinkedIn Learning
- Educational Leave
- Comprehensive onboarding (national and international)
- Networking opportunities
- Comprehensive feedback and development processes
- 360-degree feedback discussions
- Office Rotation to international locations
- Workation opportunities
- Generous health budget (flexible for gym, sports equipment, massages, etc.)
- Mental health offerings
- Attractive company pension plan
- Childcare subsidy
- Company discounts
- Monthly subsidy for private mobility (taxi, train, car sharing, etc.)
- Regular employee events (office events, summer party, Christmas party, etc.)
About the Company
- Simon-Kucher is a global consulting firm with over 2,000 employees in more than 30 countries.
- Our focus is 'Unlocking Better Growth', helping clients grow better by optimizing every aspect of their business strategy, from products and pricing to innovation, digitalization, marketing, and sales.
- With 40 years of experience in monetization and pricing, we are considered a global leader in price consulting and corporate growth.
- We foster a culture that promotes diversity, equality, and inclusion, creating an environment of recognition that strengthens individual development and values each person's contribution.
- We believe that appreciation and recognition enable faster growth, more innovative work, and more sustainable results for our teams, clients, and the company.
- We have a 40-year success story and offer an open, appreciative start-up atmosphere within an established company.
Equal Opportunity
- We are committed to a corporate culture that promotes diversity, equality, and inclusion – creating an environment of recognition that strengthens individual development and values the contribution of each individual.