Head of Quality & Customer Experience

Poznan, Poland Full-Time

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).

Head of Quality & Customer Experience

Poznan, Poland Full-Time

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).

In your new job you will:

  • Be globally responsible for product and process quality for Westwing and WestwingNow
  • Lead quality management teams across all Westwing warehouses
  • Improve the quality of our product portfolio and presentation by working closely with our Category Managers and our Offering Team in the Munich headquarter to:
    • Assess the quality of products based on physical checks and analysis of sales/returns data and customer feedback
    • Both proactively identify problematic products even before we offer them to customers and reactively fix problematic products with high return rates
    • Decide upon and implement improvement, or portfolio actions, for high returner products (e.g., improving product presentation)
  • Improve our operational processes from a customer experience perspective by working jointly with the Head of Warehouse Logistics and local warehouse managers to:
    • Develop process standards for great customer experience AND great cost, documented in Standard Operating Procedures (SOPs)
    • Ensure effective training of warehouse workers to these SOPs and ongoing compliance with them; improve SOPs over time based on feedback and experience
    • Establish a continuous learning and problem solving culture “on the floor” to immediately address upcoming product or process quality problems
  • Own overall cost of poor quality across the Westwing Group and other quality and customer satisfaction KPIs to measure your team’s progress
  • Report directly to the Managing Director Operations

Here is what we are looking for:

  • You will come with several years of experience in a quality/customer experience-related position - either in a consumer product company, an eCommerce / retail company, or consulting    
  • You have already proven leadership abilities and influencing skills in a multi-site setup with many organisational interfaces and involved stakeholders·       
  • You are passionate about our beautiful home & living products and about creating a great experience for our customers·       
  • You are data-driven as well as a “get your hands dirty” person who enjoys analysing trends in our sales data in our data warehouse as much as discussing the optimal packaging of a topseller product on the shop floor with warehouse workers·       
  • You operate instinctively both on the level of fixing specific problems in a pragmatic, hands-on way and on the level of implementing organisational structures and processes to make individual solutions scalable and sustainable·       
  • You thrive in an entrepreneurial start-up culture, embracing an experimental “fail fast” mindset and a non-political interaction footing with peers in other functions·       
  • You can communicate appropriately with a broad range of people from the warehouse worker to CEO; you speak English fluently and ideally know some German (other languages are an advantage)·       
  • You are completely comfortable with advanced Excel, SQL knowledge is an advantage

What we offer:

  • Significant scope for personal growth, professional development and delivering a high impact
  • Competitive salary
  • A highly talented, dynamic and international team
  • Entrepreneurial experience in a well-financed, high-growth e-commerce company
  • Attractive benefits (i.e. sports card, private medical care, employee discount)

Please send your applications in English.

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).