Head of Customer Care

About the role

We are seeking an experienced and results‑driven Head of Customer Care to lead our customer service operations within the automotive sector. The role combines strategic leadership with hands‑on management to ensure exceptional customer experiences and continuous improvement of quality performance.

Key responsibilities

• Manage departmental budget in line with targets and monitor cost compliance.
• Translate corporate strategy into actionable plans and support departmental planning.
• Lead, recruit and develop the customer care team in partnership with HR.
• Define priorities, set goals and provide technical and disciplinary leadership.
• Implement and monitor processes, systems and operational guidelines.
• Drive continuous improvement initiatives across processes, equipment and systems.
• Oversee plant‑level and cross‑functional projects to ensure production efficiency, delivery performance and product quality.
• Lead customer complaint management, KPI reporting and 8D problem‑solving.
• Prepare reports, presentations and participate in customer quality reviews.

Required profile

• Bachelor’s degree or higher in a technical, scientific or specialized field.
• Minimum 5 years of experience in the automotive industry.
• Proficiency in English; German is an asset.
• Strong analytical, problem‑solving and leadership abilities.
• Results‑driven, strategic thinker with excellent conflict‑resolution skills.

Required skills

• High expertise in quality tools.
• 8D Report (RQMS) methodology.
• Q‑Sys knowledge.
• Understanding of IATF 16949 standards.
• Familiarity with VDA 6.3 requirements.
• Knowledge of customer‑specific and VW formal quality standards.