Transformation Manager Customer Service (m/f/d)

Knauf stands for opportunity. This exciting role offers you the ideal opportunity to begin and further develop an impressive career within a values-driven culture.

As a global building materials manufacturer with 43,500 employees in 90 countries, we offer diverse opportunities to ambitious talent. We value every contribution and are committed to creating a safe and inclusive work environment with the aim of developing sustainable solutions for a better future.

Knauf Digital GmbH is proud to be a part of the Knauf Group. With a long-standing tradition, and a growing international presence, we are seeking dedicated individuals to help us achieve our long-term vision.

Can you say ‘yes’?

• Is respectful and appreciative interaction within the team a given for you?
• Do you always put the customer at the center of your actions?
• Do you consider the future and upcoming generations in your actions?
• Do you strive for personal and professional growth?

What you'll do

• Drive excellence in Customer Service toward the Knauf Group’s target vision, pioneering global transformation across organization, processes, and technology
• Co-shape the service steering operating model (standard KPIs, targets, review cadence, escalation paths, and data in the right dashboards)
• Embed best-practice analytics to realize improvements, train Team Leads to interpret trends, isolate root causes, and run countermeasures that lift core metrics (e.g., Service Level, complaint rate, resolution time)
• Consult on workforce management effectiveness, optimizing schedule adherence, occupancy, shrinkage, and coverage during peak times
• Champion service leadership and coaching, craft local change stories and deliver workshops/trainings to manage resistance and secure adoption

Who you are

• Hold a degree in business or computer science and bring a strategic mindset with a passion for aligning customer-facing processes to organizational goals and market dynamics
• Seasoned in contact center operations and service steering across multiple markets, with deep expertise in customer service processes
• Hands-on with Salesforce Service Cloud and Genesys (or equivalent), confident in reporting, routing, and analytics as well as fluent in KPI interpretation and root-cause analysis
• Strong workforce management capability across forecasting, staffing, scheduling and peak coverage, and proficiency in improving schedule adherence, occupancy and shrinkage
• Proven change leader and coach in international, cross-functional environments; collaborative, globally minded, and fluent in English

What we offer you

We all shape our lives individually. As an employer, we play a significant role in the daily life of our employees and aim to support them with various offerings. This includes, among other things:

• Security: Permanent employment contract in a stable, successful family-owned company.
• Flexibility: 30 days of vacation, special leave for certain occasions, a broad time window for flexible working and weekly home office days.
• Fitness and health: Offers of active health promotion, company doctor, occupational health and safety, etc.
• Welcome approach: Individual onboarding days, company and team events.
• Career and professional development: Individual support and promotion for part-time studies, further education and training.
• Benefits and vouchers: Discounts on well-known brands and reduced-price employee purchases.
• E-Bike leasing: Using tax advantages while promoting your own health.
• Relocation support: Assistance with international relocation

Knauf as an employer

Knauf Digital GmbH is the innovation hub of the Knauf Group and is shaping the future of construction through digital solutions. With creative software developments and smart services, we optimize construction processes and create added value for our customers.

The Knauf Group is proud to be an equal opportunity employer. We are committed to a diverse and inclusive work environment, and we make all personnel decisions across all areas of our company based on experience, skills and integrity. We encourage applicants from all walks of life to apply for our positions, regardless of age, gender, gender identity, disability, sexual orientation, origin, religion and so forth.

Share our values and become part of the team to shape the future of Knauf together.

Department

Sales & Service Excellence

Locations

Munich

Remote status

Hybrid

Firma

Knauf Digital GmbH

Contact Anneke Zull Recruiter – Human Resources

About Knauf Digital

As a subsidiary, Knauf Digital GmbH has the mandate to drive commercial excellence through digitalization for all companies of the Knauf Group globally. Our mission is to rethink what it means to provide value to our customers and thereby drive growth for our businesses around the world. We focus on reinventing marketing, sales and service processes and integrate these processes with custom-made software and digital interaction solutions that we build for our customers along the entire construction value chain.