DACH Customer Excellence Manager

Job Title: Customer Excellence Manager (DACH region)

Contract Duration: 2 years

Location: Cluj-Napoca, hybrid role

Iron Mountain is seeking a dedicated Customer Care Manager to join our Customer Excellence team.

In this role, you will have the opportunity to lead and inspire a high-performing team focused on service delivery, process standardization, and SLA compliance. Your leadership will directly influence our customer experience, ensuring operational excellence and seamless collaboration across cross-functional departments. Here, your expertise will help drive operational efficiency and support key continuous improvement and transformation initiatives.

What You’ll Do (Responsibilities)

In this role, you will:

• Lead daily operations: Oversee workload distribution, performance KPIs, and capacity planning for the Customer Care team.
• Develop team members: Provide continuous coaching, feedback, and support for onboarding, offboarding, and professional growth.
• Manage operational activities: Support orders, disputes, destructions, terminations, and handle both internal and external escalations.
• Drive continuous improvement: Identify opportunities for process optimization and standardization to reduce manual effort.
• Support business transformation: Participate in systems testing, training, and operational stabilization for initiatives like Salesforce Billing.

What You’ll Bring (Skills & Qualifications)

The ideal candidate will have:

• 3+ years of experience in Customer Service leadership, operations, or process optimization roles.
• Strong knowledge of CRM systems (Salesforce preferred) and advanced MS Office skills (Excel, PowerPoint, Outlook).
• Advanced language proficiency in both German and English .
• Proven leadership and stakeholder management skills with an analytical, solution-oriented mindset.

What We Offer (Benefits)

• Competitive compensation and benefits aligned with experience.
• Flexible work options/alternative work options to support work–life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

If you are ready to elevate customer experience and empower a growing team, we invite you to apply today.