Vice President of Customer Care

The Company is seeking a Vice President of Customer Care to transform its global customer service network into an efficient, technology-enabled operation focused on loyalty and retention. The role leads a large, international organization spanning in-house teams and outsourced partners, with responsibility for network strategy, vendor decisions, and operational performance. The successful candidate will reduce customer contact by addressing service issues at their source and scaling automation, self-service, and intelligent routing. They will also build data-driven quality and root-cause systems, ensure automated interactions meet regulatory requirements, and develop regional and functional leaders while advising executive stakeholders. Candidates should bring a record of leading complex, multi-country operations of more than 1,000 employees, with substantial budget or P&L responsibility. Strong expertise in unit economics, customer lifetime value, retention, and operational performance measurement is essential, along with demonstrated success delivering large-scale automation or AI-enabled workflows and measurable customer and financial outcomes. Experience building quality frameworks and eliminating root causes, as well as transforming outsourced service models and vendor arrangements, is highly valued. Applicants should be fluent in German and English and familiar with applicable AI and data privacy requirements.