Head of Customer Service – Customer Service Management
Therme Erding
full-time
Posted on:
Location Type: Office
Location: Erding • Germany
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Job Level
Tech Stack
About the role
- Responsibility for customer satisfaction: You ensure excellent service quality at all stages of the customer journey – from inquiry and booking to follow-up after a visit to Therme Erding or the hotel.
- Escalation management: For sensitive matters and critical guest feedback, you act as the central contact person and work solution-oriented with relevant specialist departments such as Guest Relations, hotel management, or technical teams.
- Development of our service processes: You analyze existing workflows, identify improvement potential and further develop efficient, digital processes – leveraging modern CRM and ERP systems as well as automated communication channels.
- KPI monitoring and controlling: You keep an eye on relevant metrics, derive measures and drive continuous, data-based optimization of our service and communication quality.
- Team leadership: You lead our customer service team both professionally and disciplinarily. You prioritize not only operational success but also the targeted development of your employees.
- Strategic development: You actively contribute to shaping the strategic direction of customer service, develop new communication standards and feedback formats, and bring your experience and ideas into our overarching service strategy.
- Cross-departmental collaboration: In close coordination with Marketing, Sales, Reservations, Hotel, Technical, IT and Executive Management, you ensure a smooth flow of information and consistent service quality across all customer touchpoints.
Requirements
- Several years of experience leading a customer service, guest service or service team – ideally in the tourism, leisure or hotel sector
- Strong communication skills and solution-oriented thinking – also when handling critical feedback
- Future-oriented mindset with motivation to continuously improve processes and guest service
- Experience using and optimizing digital tools (CRM, ERP, ticketing systems, etc.)
- Leadership skills with empathy, clarity and a passion for developing teams
- Analytical understanding of KPIs, quality metrics and service performance
- Hands-on mentality combined with a strategic overview
- Excellent written and spoken German; good English skills are an advantage.
Benefits
- Responsible leadership role: Take on a key position with us and actively shape the strategic direction of our company.
- Challenging projects: Work on exciting, innovative initiatives and help continue the success story of Therme Erding.
- Attractive compensation package: Benefit from performance-based pay with regular salary increases, vacation bonus and various incentives.
- Freedom to shape your role: Contribute your ideas and make independent decisions.
- Therme benefit package: Enjoy our exceptional range of perks such as bike leasing (JobRad), employee events, a corporate benefits platform, complimentary spa entry, and more.
- Work–life balance: We support you in finding a healthy balance between professional demands and personal needs.
- Health offerings: In cooperation with various partners, we organize regular health days, check-ups and workshops on workplace health topics.
- Pleasant working environment: We place great value on open communication, appreciation and respect to create a positive and productive atmosphere.
- Team spirit: We believe that fun and enjoyment at work are important drivers of engagement and success, which is why we strengthen our cohesion through regular team events. Together we achieve great things!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI monitoringdata analysisprocess improvementservice quality optimizationguest service managementteam leadership
Soft Skills
communication skillssolution-oriented thinkingempathystrategic thinkinghands-on mentality