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Customer Care Continuous Improvement and Systems Manager

Clienteling & Customer Care

Munich, DE

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

To support our XYZ team we are searching for a Customer Care Continuous Improvement and Systems Manager to be based in our Munich office.

What you will do 

  • Analyse workflows, standard operating procedures (SOPs), and performance data to identify process inefficiencies, opportunities for improvement and automation.
  • Partner with multiple stakeholders to optimise tools and systems used by Customer Care (e.g. CRM platforms, JIRA integrations, ERP systems).
  • Manage the implementation and adoption of new technologies within Customer Care.
  • Design and implement process improvement initiatives that enhance service quality and agent experience.
  • Communicate updates, insights, and success metrics to all relevant teams.
  • Create clear, engaging documentation, including process maps and customer communication templates.
  • Partner with stakeholders to design and deliver effective training for new system rollouts and process updates. 
  • Monitor and report on the impact of improvement initiatives through key performance indicators (KPIs) and feedback loops.
  • Act as a bridge between customer-facing teams and support functions to ensure feedback drives meaningful change.

Who you are 

  • Proven experience in analysing and improving processes, tools, or systems.
  • Experience with Lean, Six Sigma, Change Management or other continuous improvement methodologies.
  • Ability to manage multiple projects and priorities in a fast-paced environment.
  • Proactive and self-driven mindset with a strong sense of ownership and accountability to deliver projects simultaneously to deadlines, and you deliver results
  • Critical thinker and creative problem-solver
  • Excellent written and verbal communication skills in the English language
  • Excellent communication and stakeholder management skills.

 

 

               

WHAT WE OFFER

  • Up to 32 days of holiday, depending on the length of service, starting with 28 days
  • Mobile office with up to 20% of your total contracted hours (job and position permitting)
  • 10 days/year of mobile office abroad in EU-countries (job and position permitting)
  • Language & e-learning courses
  • Staff discount of up to 30%
  • Company pension scheme
  • Discounted membership for selected sports platforms & gyms
  • Discounted travel card
  • Access to LinkedIn Learning
  • Individual support on mental health & well-being (e.g. compatibility work and family life) 
  • Social Day
  • Employee Share Purchase Plan

 

At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment.

We treat all applicants, employees, partners and customers equally, irrespective of their race and ethnic background or national origin, their religion or beliefs, their gender and sexual identity, their age, marital status and care responsibility, or any disability.

We are looking forward to your expressive application via our career site.

Apply now »