Team Lead Customer Service Commercial & Analytics im Shared Leadership (70 % bis 100 %) (m/f/d)

Do you consider customer servicing to be an essential area for creating customer loyalty? Do you consider the selection and management of the right providers to be of great importance for success? Do you have experience in commercial management and want to help shape the Lufthansa Group customer service strategy? Then we look forward to receiving your application.

Tasks

Together with your Shared Leadership Partner, you will be responsible for the following tasks:

• Managing, motivating and developing employees (the team is split across three locations - Frankfurt, Zurich and Vienna)
• Defining the requirements for tendering processes and commissioning providers to process customer requests and managing provider performance according to commercial parameters
• Commercial management of the Customer Servicing division, creation of cost transparency
• Creation of reports as a basis for strategic, commercial and operational decisions
• Creating cost transparency for the provision of services by external and internal providers
• Derivation and further development of requirements and modulation of processes and recommendations for action in irregularity and crisis situations
  
  

Benefits

• Development programs / Training opportunities
• Company car
• Lockers for cyclists / sportsmen
• Profit sharing / LVV (bonus)
• Part-time models
• Flight privileges
• Business cell phone / ipad
• Diversity programs
• Have a shower
• Regular network meeting
• Lufthansa shares
• Free parking
• Family service (assistance with finding assistance)
• Fitness studio / sports facilities / company football etc.
• Hybrid working possible
• Sabbatical / exemptions
• Jobticket / Subsidized public transport
• Discounts / shopping
• Doctor‘s office
• Old-age provision / employee retirement
• Massages, rest rooms, etc
• Flexible working hours
• Canteen (subsidized by employer)
  
  

Requirements

You will fit in with us as Group Head of Customer Service Commercial & Analytics if you meet the following requirements:

• Completed studies (at least a Bachelor's degree) in engineering or economics or comparable
• Several years of professional experience in customer service management, ideally with a global company
• Many years of management experience
• Professional experience with a commercial focus
• Analytical thinking skills, good understanding of numbers
• High level of operational understanding
• Intercultural skills
• Very good knowledge of German and English (business fluent)
• Willingness to travel on business
• Hybrid working is possible
  
  

Company

The Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. It plays a leading role in its European home market. With 96,677 employees, the Lufthansa Group generated revenue of EUR 35,442m in the financial year 2023. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and the other companies and Group functions.