*Leadership and strategic development of the Direct Response Service (DRS) and Retention department for DE, with a focus on continuous improvement and growth*Establishment and oversight of the infrastructure for the DRS team in Eastern Europe*Design, coordination, and implementation of new cross-functional processes to optimize the customer experience across all touchpoints

*Development of customer success standards*Introduction of new communication standards in terms of release and system adaptation *Development of internal process flows in the customer success department and to other departments (Jira)*Setup and maintenance of analysis pages (confluence) to control customer activities*Introduction of new ticket systems (Jira service Management and Zendesk)*Execution and planning of UX Days (intensive customer events on user and management level)

*Team leader Customer Success*Project coordination*Advice and support for newand existing customers

*Advice and support for newand existing customers*Answering and processing calls and tickets in the area of technical support*Creation and maintenance of manuals*Acceptance and handling of the termination process*Consulting activities in growth projects*Consulting activities in the implementation of GoBD and EU-DSGVO*Development and adaptation of legally compliant processes in the company with regard to the EU GDPR