Own and optimize the Service steering landscape together with other functional steering managers and your IT counterparts.
Drive the definition and implementation of a state-of-the-art steering landscape for Service in Tableau, Salesforce and Genesys in close collaboration with the Knauf IT & Group Management to foster data-driven decision making across the Knauf Group.
Prioritize and steer major and CI releases for any required platform (Salesforce, Genesys and Tableau).
Act as a counterpart for change and training functions to enable users and service leaders to make best use of the steering products under your ownership and to drive actions from it.
Serve as the main contact person for the Product Managers to ensure stable operations.

Hold a degree in business or a related field, with at least three years’ practical experience in commercial analytics roles and expertise in Customer Service.
Possess a strong analytical mindset with a proven track record in creating and implementing KPIs and dashboards with understanding of tools like Tableau, Power BI, Salesforce, Genesys and advanced MS Office skills (PowerPoint, Excel, Word and Outlook).
Have in-depth knowledge of commercial processes, particularly within customer service frameworks (SAP, Salesforce, Genesys).
Experience in leading global projects, monitoring progress and outcomes, providing data-driven insights to support top management decision-making and strategic alignment.
Excel in communication, aligning diverse perspectives and presenting complex topics clearly to peers and management in multicultural settings since you are fluent in English (verbal and written).

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

Service Steering Manager

Key skills