DACH Customer Excellence Manager

Location: ROU | Cluj-Napoca | Liberty Technology Park, Strada Garii 21, Bldg. C, Floor 1

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

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.
• Category: Finance