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Senior Process Manager Customer Service
hace 2 semanas
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 - Fraud Prevention & Compliance, you will be part of the Customer Service Business Excellence Team, driving strategic initiatives that safeguard our operations and enhance trust in our services. You will lead efforts in fraud prevention and data protection compliance - ensuring our customer service function operates securely, efficiently, and in alignment with regulatory standards.
Responsibilities
Fraud Prevention & Risk Management
- Develop and implement fraud detection and prevention strategies within the customer service area.
- Monitor fraud-related KPIs and lead investigations in collaboration with internal and external stakeholders.
- Act as a key contact for escalations related to suspicious customer activity.
Data Protection Compliance
- Ensure customer service processes comply with GDPR and other relevant data protection regulations.
- Collaborate with Legal and Data Protection Officers to assess risks and implement mitigation measures.
- Conduct regular audits and training to maintain high awareness and compliance across teams.
Strategic & Operational Excellence
- Support the Customer Service Leadership team in shaping and executing governance-related strategic initiatives.
- Lead cross-functional projects to improve process efficiency, automation, and compliance.
- Maintain documentation, FAQs, and training materials to ensure operational consistency and excellence.
Qualifications
- Experience: Minimum 5 years in customer service, fraud prevention or compliance - ideally in e-commerce, fintech, or a fast-paced digital environment.
- Project Management: Proven track record in leading cross-functional initiatives and delivering measurable results.
- Analytical Skills: Strong data analysis capabilities and a structured approach to problem-solving.
- Communication: Ability to communicate complex topics clearly and effectively in English (German is a plus).
- Stakeholder Management: Skilled in navigating diverse stakeholder groups across departments and seniority levels.
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.
