B2C Lead – Quality & Partner Management (m/f/d)

About the job

Team and Responsibilities

Customer experience is a key driver for brand trust, loyalty, and sustainable growth.
You are responsible for the operational performance and service quality of our B2C Customer Service – across internal teams and external partners.
You lead people, manage partners, and ensure that our service organization operates reliably, efficiently, and at a consistently high quality level. This creates a scalable foundation for international growth – with the customer at the center of every decision.

RESPONSIBILITIES

• You take overall responsibility for the operational performance and service quality in B2C Customer Service – both internally and externally.
• You lead, coach, and develop the internal B2C Customer Service team and establish a culture of ownership and continuous improvement.
• You manage and challenge external service partners, ensure clear responsibilities, and provide professional escalation management.
• You define clear service standards, implement structured quality frameworks, and ensure consistent service quality through continuous monitoring and coaching.
• You are responsible for operational KPIs such as CSAT, FCR, and response times and derive concrete, measurable improvements from data.
• You translate customer feedback and operational performance data into actionable optimizations for teams, partners, and processes.
• You work closely with Process Management to convert performance insights into sustainable process improvements.

Your Profile

• You bring several years of practical experience in customer service or customer operations – ideally in an e-commerce or service-oriented environment.
• You have disciplinary leadership experience and develop teams with a clear focus on coaching, performance management, and further development.
• You have solid experience in partner or vendor management and manage external service providers in a structured and effective manner.
• You have a deep understanding of service KPIs, quality assurance, and operational performance management.
• You work in a structured and hands-on manner and take responsibility for results, quality, and customer experience.
• You communicate confidently, align different stakeholders, and handle escalations professionally.
• You are willing to occasionally travel for partner visits and on-site collaboration.

What Awaits You With Us

Regeneration and recharging are important to us. We do this, among other things, with 6 weeks of vacation, the possibility of home office, and flexible working hours. Conscious phases of activation are an integral part of our office, where we implement healthy working. Our work in roles is characterized by transparency, clear responsibilities, and self-responsible action and offers plenty of room for creativity and innovative ideas. Internal and external knowledge exchange is promoted and enables us to develop together continuously. We have a lot of fun together. In addition, as an employer, we cover 70% of pension fund contributions, and our employees enjoy product discounts internally as well as with external partners. 

You do not need a traditional cover letter with us. Instead, please tell us:
Which operational problem in customer service have you successfully solved – and how could you clearly recognize that your solution had a sustainable impact?

Your Contact Person

Do you have questions?
I am your contact person from the People & Culture team. I am happy if you are interested in our company and will gladly answer all your questions about working at BLACKROLL®. 

Ulrike Weber
 +49 (0)7141/6962-594
karriere@blackroll.com
(Availability: Mon/Wed 09:00–14:00 · Tue/Thu 09:00–17:00)