Senior Process Manager Customer Service

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

As Senior Process Manager Customer Service – International Markets & Process Excellence, you will be a key driver of operational scalability and service quality across our growing international footprint. Embedded in the Customer Service Business Excellence team, you will lead strategic initiatives to optimize processes, support market expansion, and ensure consistent service delivery across non-DACH EU regions.

Responsibilities
Process Strategy & Optimization

• Design and implement customer service processes tailored to the needs of international markets, ensuring scalability and efficiency.
• Identify and resolve process inefficiencies through automation, simplification, and cross-functional collaboration.
• Develop and maintain frameworks that support rapid growth while preserving service excellence.

International Market Enablement

• Act as the process lead for customer service expansion into EU markets outside the DACH region.
• Collaborate with regional teams to localize workflows while maintaining global standards.
• Monitor market-specific KPIs and adapt strategies based on performance insights and customer feedback.

Payment Process Oversight

• Optimize customer service-related payment workflows (e.g., refunds, chargebacks, payment disputes).
• Partner with Finance and IT to ensure secure and seamless payment handling.
• Monitor and report on payment-related KPIs and customer satisfaction metrics.

Governance & Operational Excellence

• Maintain process documentation, SOPs, and training materials to ensure consistency and knowledge transfer across markets.
• Drive adoption of best practices and continuous improvement initiatives across teams.
• Support audits, compliance checks, and risk assessments related to customer service operations.
• Serve as a trusted advisor to Customer Service leadership on process-related topics and strategic initiatives.

Qualifications

• Experience: 5+ years in customer service operations, process management, or business excellence - preferably in e-commerce, retail, or digital services with exposure to international markets.
• Process Expertise: Strong background in process design and change management.
• Analytical Mindset: Ability to interpret data, identify trends, and translate insights into actionable improvements.
• Communication: Fluent in English and one of additional EU languages (preferably French, Italian, Polish, Croatian or Dutch). Able to communicate clearly across cultures and seniority levels.
• Project Leadership: Proven ability to lead cross-functional projects in a fast-paced, matrixed environment.

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.