Senior Customer Care Country Manager (m/f/d)

As a Senior Customer Care Country Manager, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanent and based in Munich.

• Lead, coach, and develop the Front Office team for the DACH market
• Ensure high-quality, customer-centric service delivery across all touchpoints
• Monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team
• Act as an escalation point for complex customer cases
• Collaborate closely with the Quality, Training, Logistics, and Product teams
• Drive process improvements and implement best practices in Customer Care together with the Content team, utilising AI and automation where applicable

• Solid background in Customer Care with proven leadership experience
• Proven track record in managing teams and achieving operational KPIs
• Excellent communication and problem-solving skills
• High empathy and a customer-first mindset
• Strong organisational and prioritisation skills in a fast-paced environment
• Fluency in German and English, both written and spoken

If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it.
At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living.

Here is what you can look forward to:

• A high-performance culture built on trust, feedback and collaboration
• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• In-Office Culture: 4 office days per week (Mon-Thu) dedicated to fast decision-making, high-impact collaboration, and strong team connections
• Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas
• 30 days of paid holiday to rest, recharge, and come back ready to create
• A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), and 20% Family & Friends discount on Westwing Collection, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet
• Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl
• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower
• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.

Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity. Customer Care