Customer Service Quality & Projects Manager

About the Role:

At Redcare Pharmacy, you will be responsible for monitoring and analyzing KPIs, managing projects, and continuously optimizing processes and documentation to ensure efficient and transparent operations. In close collaboration with stakeholders and external partners, you drive performance improvements, maintain quality standards, and implement measures to enhance overall efficiency and service excellence.

About Redcare Pharmacy:

Redcare Pharmacy is Europe’s No.1 e-pharmacy, powered by passionate teams and cutting-edge innovation. We strive to create a healthy collaborative work environment where every employee feels valued and inspired to contribute.

About your tasks:

• Responsibility for monitoring, analyzing, and reporting relevant data and KPIs to ensure transparent and efficient operations
• Planning, setting up, and managing projects, including coordinating initiatives and tracking results
• Analyzing, optimizing, and continuously improving existing processes to create sustainable and efficient workflows
• Ensuring and continuously enhancing structured and transparent documentation processes, including reporting
• Managing and developing external partners, including performance management, regular reviews, and ensuring defined quality and service levels
• Collaborating closely with relevant stakeholders to identify optimization opportunities and implement measures to improve quality and efficiency, particularly in the context of working with external partners

About you:

• Successfully completed university degree (mandatory requirement)
• At least 5 years of relevant professional experience, ideally in the field of Customer Success (CS)
• Experience in KPI-driven project management
• Very good knowledge of Microsoft Excel and PowerPoint
• Hands-on experience working with CRM systems
• Strong data-driven mindset and confidence in working with KPIs and data-based analyses
• Business fluent in English and/or German, both written and spoken

About your benefits:

To best support you with your individual needs—whether it's leading a healthy life, having enough time for yourself, or developing your skills—we offer a wide range of location-specific benefits:

• Travel Allowance: Not all employees live close to our office. Therefore, we support your daily commute with a travel allowance. This compensation is in addition to your salary.
• Vacation: We offer 28 vacation days and an annual vacation bonus (8% of your annual gross salary) in addition to your salary.
• Company Pension Plan: Your future is important to us, which is why we offer you an excellent and contribution-free company pension plan.
• Employee Discounts: Several times a year, we offer discounted employee sales directly on-site, as well as a 10% discount on our online selection.
• Development: Grow! We support and promote your personal development through various internal and external training programs.
• Redcare Events: We foster team building through creative team events and celebrate our successes together at regularly held parties.
• Sports: We have our own fitness room that you can use during your break or before/after work. Additionally, during your breaks, you can enjoy the cozy relaxation room, table tennis, or foosball.
• Mental health: Get quick professional help from psychologists from nilo if you feel overwhelmed in your personal or professional life, anonymously and free of charge.