On - Senior Lead – B2B Customer Services - Berlin

Team for Career Site

Customer Service

In short

Our EMEA Account Services team team is growing, and we’re looking for a strategic, people-focused, and operationally driven Functional Lead to lead a team of four Group Leads and a broader team of over 30 team members.. This role focuses on B2B customer-facing operations, specifically within Wholesale and Key Account Services.
In this role, you will be responsible for enhancing the customer experience for our B2B accounts, standardizing processes, improving communication flows, and ensuring consistent service delivery while aligning with cross-functional teams like Sales, Logistics, and Marketing. Your leadership will be key in scaling operations, optimizing efficiency, and driving service excellence for our wholesale customers.
If you’re passionate about leading teams, driving operational improvements, and delivering outstanding B2B customer service, this is the perfect opportunity for you!

Your mission

– Lead, coach, and develop a team of four Group Leads and a broader team of X people, ensuring alignment, performance, and growth.
– Drive operational excellence by standardizing processes, improving efficiency, and maintaining high service quality for our B2B accounts.
– Analyze key performance data to identify trends, areas for improvement, and strategic opportunities.
– Develop and implement clear communication frameworks for order updates, changes, and issue resolution with wholesale partners.
– Lead process improvement initiatives, ensuring scalability and operational effectiveness as we grow.
– Ensure strong cross-functional collaboration with Sales, Logistics, and other departments to optimize workflows and enhance service delivery.
– Act as a subject matter expert, guiding Group Leads through complex B2B customer issues and operational challenges.
– Foster a culture of accountability, innovation, and continuous improvement within the team.

Your story

– Proven track record of experience in B2B Customer Service, Account Services, Operations, or a similar field within a wholesale or key account environment.
– Strong leadership skills, with experience managing and developing teams in a customer-facing operational setting.
– Excellent project management abilities, with the capacity to handle complexity and drive initiatives forward.
– Data-driven mindset, using insights to optimize processes and improve efficiency.
– Exceptional communication and stakeholder management skills, with the ability to work effectively across teams.
– Thrives in a fast-growing environment, balancing strategic focus with operational execution.
– Fluent in English (additional languages are a plus).

Meet the team

This role sits within EMEA Operations, specifically focusing on the B2B / Account Services side, ensuring seamless service delivery for our wholesale and Key Account partners.
As a Functional Lead, you will manage and support four Group Leads and oversee a broader team of over 30 people. Your team plays a critical role in driving operational excellence, ensuring on-time order execution, efficient communication flows, and high service standards for our B2B customers.
We work closely with Sales, Logistics, and Order Management to align on business priorities, optimize processes, and continuously improve how we serve our wholesale partners across EMEA.