Do you want to play a leading role in transforming how cars are traded in Europe? Do you love building the best Customer Care and Success teams that will challenge how things are done in an industry?

We are looking for a Customer Care & Success professional with strong leadership skills, to join us in this newly created role as Head of Customer Care- and Service, Germany. The position can be based in Hamburg, Berlin or Munich.

We are a car trading SaaS solution for the professional market. We are growing fast and serve more than 6,500 customers across the whole professional value chain in several European countries.

At AUTOproff we offer Europe’s first one-stop solution for digital retail and digital wholesale of cars in Europe – we offer the full value chain C2B-B2B-B2C used car trading solutions.

Our mission is to make it seamless, secure, and more attractive to trade used cars, and we are looking for the right profile to join our journey.

About the role

As our new Head of Customer Care- and Service Germany at AUTOproff, you will be responsible for managing our Customer Care- and Service team in 1) Germany and 2) setting the direction for key activities across all our markets.

You will report to our Commercial Director and be instrumental to build and lead and motivated Customer Care- and Service team with a can-do and positive attitude.

Let's dive into your key responsibilities

• Overall responsible for the development, performance, and maintenance of the customer care and success activities
• Lead and manage the overall activities and performance of our customer care and success teams
• Lead the German team and coordinate the daily tasks for the team members, and ensure all daily tasks assigned are completed
• Act as a leading example for customer care- and service in terms of engagement and understanding of customer requirements
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
• Utilize our Customer Care and CRM system to manage the functions of receiving, assessing, analysing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements
• Developing plans for team activities to include strategy to achieve agreed targets
• Delegate authority and responsibility to team with supervision, accountability, and review

The need-to-have skills

We’re looking for an experienced entrepreneurial individual who thrives on challenges and is looking for an opportunity to take their Customer Care- and Success leadership experience to the next level, furthermore you should have:

• Extensive experience with building winning customer care- and success teams
• Strong leadership- and people management skills, and previous experience managing a remote team
• Accustomed to working with Customer Care and CRM tools, and has a good ability to quickly get acquainted with new systems

• Exceptional in-person, verbal and written communication skills a must (comfortable presenting alone in front of large groups)

• Bachelor’s or master’s degree in business or related field, or equivalent
• Excellent communication skills, and fluent in English and German

The nice-to-have skills

• Experience in B2B/Enterprise software with an emphasis on SaaS
• Automotive industry experience

You will thrive in this role if you

• Are proactive and collaborative by nature – ability to drive a strong execution while managing stakeholders across the business
• Enjoy an entrepreneurial, ambitious, and fast changing work-environment where self-motivated individuals succeed
• Determinate, driven and solutions-oriented with the motivation and dedication to see opportunities instead of challenges

• Have passion, drive and the desire to be a part of a growing team that makes a difference for both the company and our clients

Your colleagues say about you

• You are a team-player
• Always proactive and not afraid to attack problems/opportunities head-on
• Are someone who gets things done!
• Easy to work with (empathetic of people and stakeholders)
• Are a person they would also enjoy getting a coffee with (virtual or not)
• Work in English with ease (it's our company language)

If you think we could be a match, we can’t wait to hear from you. Hurry up and apply!

We look forward to receiving your application, we’ll be conducting interviews on a continuous basis.

If any questions, please contact our Senior Talent Acquisition Partner, Anja Soh Dyppel at asd@autoproff.dk.

About AUTOproff

AUTOproff was founded in 2013, became the market leader in Denmark in 2016, and has since expanded across Northern Europe covering Germany, Denmark, Netherlands, Sweden, Norway, and Poland. We employ 100+ enthusiastic professionals across our offices.

In 2020, we posted revenues of more than DKK 400 million and we have been profitable since our inception. AUTOproff is privately owned by Jesper Ratza, our CEO and founder, André Rogaczewski, CEO and co-founder of Netcompany, key employees, and as well as other private investors.