German-speaking Customer Experience Manager for International Clients

🏢 ABOUT THE COMPANY

Alorica is a global leader in customer experience management and outsourcing. Founded in 1999, we provide a range of services including customer service, sales, and technology services to over 8,000 clients across the globe. With over 150,000 employees worldwide, we pride ourselves on our commitment to delivering exceptional customer experiences and fostering a culture of innovation and excellence.

🎯 ROLE OVERVIEW

As a German-speaking Customer Experience Manager for International Clients, you will be responsible for leading a team of customer service representatives who handle English-speaking clients. Your primary focus will be on ensuring that our clients receive exceptional customer service and that our team is equipped to handle the demands of this role. You will report directly to our Senior Director of Customer Experience and will be an integral part of our growing customer experience team.

📋 KEY RESPONSIBILITIES

. Manage a team of customer service representatives who handle English-speaking clients, providing coaching and feedback to ensure exceptional customer service.

Develop and implement strategies to drive customer satisfaction and loyalty, working closely with our clients to understand their needs and preferences.

Collaborate with our sales and marketing teams to identify new business opportunities and develop targeted campaigns to drive revenue growth.

Provide input on process improvements and new technologies to enhance the customer experience, working closely with our IT and operations teams.

Maintain accurate records and reports on team performance, customer feedback, and other key metrics.

Conduct regular team meetings and one-on-ones to ensure clear communication and expectations, providing recognition and rewards for outstanding performance.

Identify and develop talent within the team, creating opportunities for growth and development.

Develop and maintain strong relationships with our clients, ensuring that their needs are met and exceeded.

Manage budget and resources effectively, optimizing team performance and efficiency.

Staying up-to-date on industry trends and best practices, sharing knowledge and expertise with the team.

✅ REQUIRED QUALIFICATIONS

. 5+ years of experience in customer experience management, with a focus on team leadership and strategy.

Fluency in German and excellent communication and interpersonal skills.

Experience working with international clients and managing cross-cultural teams.

Proven track record of delivering exceptional customer service and developing high-performing teams.

Bachelor's degree in Business Administration, Marketing, or a related field.

Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

Experience with customer relationship management (CRM) software and other relevant technologies.

Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.

⭐ PREFERRED QUALIFICATIONS

. Master's degree in Business Administration, Marketing, or a related field.

Experience working in the customer experience industry, particularly in a leadership role.

Certification in customer experience or a related field (e.g. Certified Customer Experience Professional).

Experience working with digital tools and platforms to enhance the customer experience.

Fluency in multiple languages, including English, German, and another European language.

💰 WHAT WE OFFER

As a German-speaking Customer Experience Manager for International Clients, you can expect a competitive salary range of €55,000 to €75,000 per year, paid in monthly installments.

We offer a comprehensive health insurance package and a retirement plan to ensure your financial security.

Our remote work policy allows you to work from home or a location of your choice, with a stipend for home office expenses.

We provide a generous learning and development budget to support your professional growth and development.

Our team culture is centered around collaboration, innovation, and excellence, with regular team-building activities and social events.

As a growing company, we offer opportunities for career advancement and professional growth, with clear development paths and mentorship programs.

We value diversity, equity, and inclusion, and strive to create a workplace that reflects the diversity of our clients and the communities we serve.

👥 ABOUT THE TEAM

Our team is comprised of experienced professionals from a variety of backgrounds, including customer experience, sales, marketing, and technology.

We work collaboratively to drive business results and deliver exceptional customer experiences.

Our team is dynamic and fast-paced, with a focus on innovation and continuous improvement.

We value open communication, transparency, and feedback, and strive to create a culture of trust and respect.

📨 HOW TO APPLY

If you are a motivated and experienced customer experience professional with a passion for leading high-performing teams and driving business results, please submit your application, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you and considering your application.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Im Schanz 12, 90419
Salary	EUR 55,000 – 70,000 / year
Industry	General
Company	Alorica
Valid Until	2026-09-14

📨 How to Apply

Submit your updated CV and a brief cover letter to Alorica. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.