Complaints Market Manager (Germany)

About the role

In this role, you will manage a team dedicated to addressing customer complaints within the German market. You will ensure that resolutions comply with legal standards and improve operational processes, which are critical for maintaining customer satisfaction and regulatory adherence.

You will collaborate with various market teams and serve as the primary contact for German-speaking authorities. Success in this position means effectively reducing complaint root causes and enhancing the efficiency of complaint management processes.

The salary range for this position is $30,250 to $46,750 USD.

Skills that matter here

• complaints handling: This role requires expertise in managing and resolving customer complaints effectively.
• legal understanding: A strong grasp of legal regulations is essential for ensuring compliance in complaint resolutions.
• customer service: Delivering excellent customer service is key to resolving complaints and improving customer satisfaction.
• regulatory compliance: You will need to ensure that all complaint handling processes meet regulatory requirements.
• CRM tools: Experience with CRM tools like Salesforce is necessary for managing customer interactions.
• process management: You will lead initiatives to enhance complaint management processes.

Who this role suits

• A professional with a strong background in banking or financial services.
• Someone who is analytical and has excellent writing skills in German.
• A team player who enjoys mentoring others and improving operational processes.
• Fluency in German and English is essential, with additional languages being a bonus.

From the employer

• Co-manage the team of associates and analysts handling customer complaints for the German market.
• Support other market teams in ensuring compliant resolutions.
• Act as a primary contact for German-speaking authorities and external dispute resolution bodies.
• Prepare audit-ready documentation for complaints processes.
• Lead initiatives to tackle root causes of complaints and improve processes.
• Provide expertise on German consumer and banking regulations.
• Mentor complaints analysts in German-language handling.
• Monitor KPIs and SLAs, identifying risks and inefficiencies.

• Fluency in German and English; Spanish, Italian or French is a plus.
• University degree in law or strong career track in related fields.
• Several years of experience in complaints handling or legal operations in banking or financial services.
• Experience with financial regulators is a strong plus.
• Strong analytical mindset and excellent writing skills in German.
• Ability to improve operational processes and use CRM tools like Salesforce.

• Full-time employment with relocation to Spain.
• Salary range: $30,250 – $46,750 USD.
• Opportunity to work in a motivated, international team.