Head of Customer Service B2C (a) 80-100% — Medbase

Full description

As part of succession planning, we are looking for an experienced and entrepreneurial leader. In this key role, you will assume overall responsibility for customer service and play a significant role in shaping its strategic and operational development.

Your tasks

• Overall responsibility for the strategic and operational management of Customer Service B2C with over 60 employees
• Ensuring stable, efficient day-to-day business across all service channels and continuous optimization of the customer journey
• Building and further developing a scalable, automated and data-driven omnichannel service organization
• Control of relevant KPIs (e.g. customer satisfaction, productivity, service level, complaints) including implementation of improvement measures
• Further development of service and support concepts to actively increase customer acquisition and retention
• Close collaboration with COO, CCO and internal interfaces and active participation in cross-departmental transformation projects

Your strengths

• Several years of management experience in large customer service or operations organizations, ideally in a regulated environment
• Proven experience in transforming and developing service organizations
• High digital affinity and understanding of automation, CRM, self-service and AI-supported processes
• Strong customer orientation combined with entrepreneurial thinking and cost awareness
• Strong communicator, empathetic leader with change management skills
• Very good knowledge of German and very good knowledge of French would be an advantage

Apply today If you have any questions, please do not hesitate to contact us on 052 724 17 89.

About us With our innovative and effective pharmaceutical solutions, we at Zur Rose do everything we can to positively influence people's lives. Our team of 500 employees, headquartered in Frauenfeld, pursues the common goal of improving the future of healthcare. Since quality, comfort and effectiveness are particularly important to us, patients can take their health into their own hands easily, quickly and safely. Our aim is to predict future requirements in the healthcare system. When developing our solutions and medicines, we rely on a high level of reliability and efficiency and take care of complex issues so that our customers can sit back and relax.

Cross-functional teamwork is encouraged through our corporate culture, so that every team member is equally valued and encouraged to actively participate in the decision-making process. Open communication and empathy are our top priorities. We always try to find a common denominator and thus avoid compromises.

At Zur Rose, our passion is to positively impact the world. Do you share the same values ​​and do you also want to improve people's lives? Then we would be happy to welcome you as part of our team.