ppBESTSECRET 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. /ppAt 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. /ppBESTSECRET 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. /ppAs a strongSenior Process Manager in Customer Service /strongyou will be a key driver of operational scalability and service quality across in the Polish market. Embedded in the Customer Service Business Excellence team, you will lead strategic initiatives to optimize processes, support market expansion, and ensure consistent service delivery in the region. /ppstrongKey Responsibilities /strong /ppstrongProcess Strategy Optimization /strong /pulliDesign and implement customer service processes tailored to the needs of the Polish market, ensuring scalability and efficiency. /liliIdentify and resolve process inefficiencies through automation, simplification, and cross-functional collaboration. /liliDevelop and maintain frameworks that support rapid growth while preserving service excellence.



/li /ulpstrongPolish Market Enablement /strong /pulliAct as the process lead for customer service expansion into Poland. /liliCollaborate with regional teams to localize workflows while maintaining general standards. /liliMonitor market-specific KPIs and adapt strategies based on performance insights and customer feedback. /li /ulpstrongGovernance Operational Excellence /strong /pulliMaintain process documentation, SOPs, and training materials to ensure consistency and knowledge transfer across markets. /liliDrive adoption of best practices and continuous improvement initiatives across teams. /liliSupport audits, compliance checks, and risk assessments related to customer service operations. /liliServe as a trusted advisor to Customer Service leadership on process-related topics and strategic initiatives. /li /ulpstrongWhat We Are Looking For /strong /pulliExperience: 5+ years in customer service operations, process management, or business excellence - preferably in e-commerce, retail, or digital services with exposure to Polish market. /liliProcess Expertise: Strong background in process design and change management. /liliAnalytical Mindset: Ability to interpret data, identify trends, and translate insights into actionable improvements. /liliCommunication: Fluent in English and Polish. Able to communicate clearly across cultures and seniority levels. /liliProject Leadership: Proven ability to lead cross-functional projects in a fast-paced, matrixed environment. /li /ulpAt 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. /p /p #J-18808-Ljbffr

📌 Senior Process Manager Customer Service - Polish market (all genders) (Málaga)
🏢 BestSecret Group
📍 Málaga