Director Customer Care in Berlin bei Blacklane GmbH

• Customer Care Strategy: Develop and execute a comprehensive customer care strategy that aligns with the company's mission and values, while driving exceptional customer satisfaction and loyalty.
• External Provider Management: Collaborate closely with external customer care providers to ensure the delivery of exceptional customer service in line with our premium brand identity.
• Issue Resolution Collaboration: Work closely with product and engineering teams to identify, prioritize, and resolve customer-facing issues. Provide valuable insights to drive continuous improvement in our service offering.
• Team Leadership: Lead, mentor, and inspire the customer care team, fostering a culture of excellence, empathy, and collaboration.
• Performance Analytics: Establish and monitor key performance metrics related to customer satisfaction, response times, issue resolution, and more. Utilize data-driven insights to make informed decisions and drive improvements.
• Process Enhancement: Continuously refine and optimize customer care processes, ensuring efficient workflows while maintaining the highest quality standards.
• Stakeholder Communication: Serve as the bridge between customer care, product, engineering, and other cross-functional teams, ensuring seamless communication and alignment.

ABOUT YOU:

• Several years of progressive experience in customer care, with minimum 5 years in a leadership or management role.
• Proven track record of developing and implementing successful customer care strategies in a service-oriented environment.
• Strong collaboration and relationship-building skills, with experience working alongside external vendors.
• Excellent problem-solving abilities, with a proactive and solution-oriented mindset.
• Exceptional communication skills, both written and verbal.
• Data-driven decision-maker, experienced in utilizing analytics to drive improvements.
• Previous exposure to the transportation, luxury, or hospitality industry is a plus.

Blacklane is a scale-up started in 2011, founded by Jens Wohltorf and Frank Steuer who wanted to create the first global chauffeur service. We started by filling chauffeurs’ ‘empty leg’ journeys and have grown with our partners to over €100 million in annual revenue (pre-pandemic). Backed by Daimler and other investors in Germany, Japan, Switzerland, and the UAE, we’re now a trusted brand within corporate travel.

We believe in ethical business practices and have a strong company culture.

• Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.
• Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days (working from home is the new normal).
• Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us!
• Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
• Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
• Sustainability:We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017. Blacklane has pledged to deliver 15% of its journeys in electric vehicles by 2023.
• Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gen