Senior Customer Service Steering & Reporting Manager (m/f/d)

Permanent employee, Full-time · Berlin, Manchester

Team

We are a small, dedicated team with experience in customer service and customer operation. We place great emphasis on an appreciative approach. We are constantly working on expanding and advancing customer cooperation every day.

Your Responsibilities

Customer Service Operations

Plan, monitor, and steer daily operations of Raisin's Customer Service teams (internal and external), ensuring smooth front- and back-office activities.
Oversee and manage the performance of Raisin's outsourced service provider, driving accountability and optimising service quality.
Build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships.
Develop and implement performance metrics (KPIs) to measure, evaluate, and enhance operational performance.

Data-Driven Performance Optimization

Analyse customer service data to derive insights and identify areas for improvement in processes, communication, and service delivery.
Implement and expand KPIs to ensure continuous performance improvements, identifying trends, operational bottlenecks, and areas for focus.
Prepare detailed operational forecasts and models to ensure accurate resource allocation, prevent backlogs, and support business growth.
Collaborate closely with marketing and other departments to ensure forecast drivers are current and reflect accurate business realities.

Process Improvement and Innovation

Identify operational constraints and propose solutions to drive process, product, and service improvements.
Lead initiatives to amend customer communications based on feedback and operational insights.
Collaborate with product development, customer service, and other teams to ensure that insights from data are translated into actionable improvements.

Communication and Reporting

Develop and deliver presentations to key stakeholders, providing clear data-driven insights, reports, and recommendations.
Prepare and present PowerPoint presentations on service performance, resource allocation, and forecasts for internal stakeholders and external vendors.

Your Profile

Experience Required

3+ years of experience in a customer service operations or steering role, with experience in data analysis.
Experience managing outsourced service providers and vendor relationships.

Technical Skills

Proficiency in data analysis tools such as Excel, Looker, or other relevant platforms.
Strong understanding of KPIs and performance management techniques.
Experience with forecasting models and operational planning.
Familiarity with CRM systems and customer service platforms.

Communication & Presentation

Excellent communication skills, both verbal and written, with the ability to present complex data in a clear and concise manner.
Proven ability to develop and deliver professional presentations using tools like Google Slides.
Fluency in English and German. Other European languages are a plus.

Analytical & Problem-Solving Skills

Strong analytical mindset, with the ability to interpret data and make data-driven decisions.
Demonstrated experience in identifying operational challenges and creating innovative solutions.

Interpersonal Skills

Ability to work cross-functionally and collaboratively with marketing, product, and customer service teams.
Strong organisational skills with the ability to manage multiple projects and stakeholders.

Join our mission, join our team - and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which, connects more than 40 different nationalities.

You'll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.

As part of our team, you will benefit from:

Employee Development Budget of €2,000 and four full training days per year.
Access to Babbel for continuous language learning.
Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
Flexible working hours, home office and 28 vacation days.
Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
You are moving from another country or city to join us? We will support your relocation.

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About us

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers. Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding. Raisin operates its own B2C marketplaces in Europe and the U.S. under the brands Raisin, WeltSparen and ZINSPILOT.

In Germany, the company offers ETF-based investment and retirement products, Private Equity and Crypto investments, and savings products. Raisin works with over 400 banks and financial service providers from over 30 countries. Raisin has €50 billion AuA and generated over €1 billion in interest for its customers worldwide. Raisin is backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.

The company has offices in Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich and New York.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

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Your application

Thank you for considering a career at Raisin GmbH. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to careers@raisin.com.