Head of Customer Excellence (m/f/d)

Head of Customer Excellence (m/f/d) We make every day count Apply now Your Role Strategy & Leadership Define the CX Vision: Create a world-class customer excellence strategy aligned with FLOYT’s goals, including the end-to-end implementation of an AI strategy within the unit. Mentor & Drive: Lead, mentor and develop a high-performing team of Support Leads and Specialists across our German and French markets. Voice of the Customer (VoC): Act as the internal advocate for users, transforming feedback into actionable insights for Product and Engineering teams. Operational Excellence Process Optimization: Design and implement automated and scalable workflows (SOPs) for claims, onboarding and incident management. Tech Stack Ownership: Contribute to the implementation and optimization of CRM and Support tools, with a strong focus on AI-based projects. KPI Management: Own and report on key metrics including CSAT (Customer Satisfaction), First Response Time (FRT) and Full Resolution Time. Outsourcing Expertise: Experience working within the BPO industry or managing outsourced teams closely. Cross-Functional Synergy Product Collaboration: Partner with Product Managers to reduce friction points across app and hardware experiences. Revenue Growth: Identify upselling and expansion opportunities within the existing customer base through our infoline. Marketing Insights: Support the Marketing team with customer feedback and campaign-related insights. Your Profile Professional Experience Proven Track Record: 6+ years of experience in Customer Success or Support, including at least 3 years in a leadership role within a fast-paced startup, scale-up or mobility/logistics environment. Operational Rigor: You have experience building departments and taking them to the next level. Technical Savvy: Strong understanding of CRM automation, AI-driven support bots and data visualization tools such as Tableau or Looker. Soft Skills & Mindset Solution-Oriented: You don’t just identify problems — you bring potential solutions and clear recommendations. Communication: Fluent in English and German, with the ability to influence C-level stakeholders. Resilience: You thrive in the gray areas of a growing company and stay calm during operational challenges. Hybrid work: You’ll have the opportunity to work at least three times a week in our beautiful office at Cologne’s Rheinauhafen. What We Offer A dynamic and international work environment. Full integration into the team from day one. High level of ownership and impact. Flexible working conditions. A collaborative and supportive team culture. Our Culture at FLOYT We want to make every day count. Exciting projects and growth opportunities await you. We are brave and stay curious. We learn fast, decide quickly and see setbacks as opportunities. We believe in acting as owners. You'll have the space and trust to contribute to shaping the mobility of tomorrow. Ready for This Ride? As English is our main corporate language, we kindly request that you submit your CV and supporting documents in English. Department Customer Excellence Role Head of Customer Excellence Locations Köln Office Remote status Hybrid Employment type Full-time Employment level Professionals