Team Lead Customer Interaction DACH

Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 80 countries with the core brands Triumph® and sloggi®. Globally, the company serves 20,000 wholesale customers and sells its products in more than 2,300 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the amfori Business Social Compliance Initiative (amfori BSCI).

Learn more about Triumph on:

www.triumph.com

www.facebook.com/Triumph/

www.instagram.com/Triumph/

www.linkedin.com/company/triumph-international/

Our Customer Success Department in Heubach, Germany is looking for a:

Team Lead Customer Interaction DACH

(f/m/d) (100 %)

The owner of this position will have the authority and accountability for organizing, tracking, and fulfilling all incoming and outgoing communication channels and needs towards our customers and take it to the next level in the digital world. This includes the management of intake and maintenance of Customer Orders, Customer Returns, Credit and Debit Memos via the Contact Center Team as well as being the direct voice to our customers, driving customer impact and satisfaction.

Roles and Responsibilities:

• Foster a diverse, engaged, and high-performing team by creating a supportive and empowering work environment.
• Enable the team to work independently, driving business success and enhancing the customer experience in line with key priorities.
• Serve as the primary contact for customers and the Customer Interaction Team, managing all inbound and outbound communication channels.
• Improve end-to-end customer journey processes in collaboration with other business functions.
• Monitor key performance indicators (KPIs) and take corrective action as needed.
• Build strong relationships with key accounts, ensuring smooth communication with the Sales team.
• Identify opportunities for innovation and process improvements that enhance customer satisfaction and business performance.
• Develop a customer-focused team committed to improving the customer experience and driving business success.
• Lead as Key Users and Single Points of Contact (SPOC) to provide training and support for new and existing team members.
• Troubleshoot system issues and promote continuous learning to strengthen team capabilities.

Your Ideal Profile:

• You have gained 3-5 years of experience in Customer Service and/or Contact Center operations.
• You possess proven experience in team management and strong leadership skills.
• You have strong planning and organizational skills, with a structured approach to executing operational tasks.
• You are fluent in English and German, with excellent verbal and written communication skills.
• You demonstrate intercultural awareness and the ability to work effectively in diverse environments.
• You have a strong business sense, are eager to learn, and are highly self-motivated with a results-driven mindset.
• You are a quick, analytical thinker who thrives in fast-paced environments.
• You have project management skills, and knowledge of methodologies is an advantage

Why should you join us?

• You will have the opportunity to work with a leading brand in the fashion industry, recognized for its innovation and market leadership
• You will become part of a diverse, multicultural work environment that celebrates individuality and fosters a culture of inclusion and uniqueness
• You will enjoy the flexibility of the company’s hybrid working policy, allowing you to balance your professional and personal life effectively

You will never walk alone

As a family owned business with more than 135 years of experience, Triumph embraces diversity throughout our global organization. Currently, our offices are present in over 40 countries across Europe and Asia having many international teams collaborate together every day. Guiding our corporate behaviors are respect and value for our employees, but also Collaboration as one of our key Corporate Competencies, being a core part of our every day working environment.

Make a Difference, together

The future belongs to our children. At Triumph, we want to be proud of our commitment to building a sustainable society and protecting the environment, and we work everyday to ensure our products are manufactured in an sustainable way. This is our vision: We want to be a company that is characterized by responsible leadership and consideration for future generations and that cares for the legacy that we leave behind to our children.

Putting People at the center

At Triumph we are committed to our employees, they represent the foundation for our success. This means that as a company, we are driven to offer great career opportunities in a dynamic fast-paced organization. Our HR function across the globe strives to support our employees in their development, through our Triumph Learning Academy.

We continuously strive to recruit new talent, offering them one of the textile industry’s most international working environments, excellent conditions and great development opportunities in a company still owned and managed by the founding families. Our headquarters employs people from more than 30 nationalities and as a European company, we are present in many key markets in Europe, like Germany, Italy, France and growing in Eastern Europe. We are proud to have become one of the leading players in Asia very early on, in countries like Japan, China and Singapore, as well as being an employer that people aspire to work for. As a company serving women, we fundamentally believe in gender equality and diversity. Women make up more than 50% of our company’s workforce. In the last years, we have had a specific and successful drive to increase the number of women in management.

Triumph is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

If you are seeking a great opportunity to develop your career, please send us your CV in English by clicking on Apply.