Customer Excellence & Product Quality Manager (m/w/d)

About this role

#### ABOUT THE ROLE

As our Product & Customer Excellence Manager, you sit right at the intersection of three things we care about deeply: our products, our customers, and the quality bar we hold ourselves to.

You'll be the person who knows our collection inside out, who spots a quality issue before our customers do, and who turns complex customer questions into moments of genuine connection. You'll work closely with Operations, Jewellery Design, and the wider team to make sure every BRUNA piece, and every BRUNA experience, lives up to the brand we're building.

#### YOUR RESPONSIBILITIES

Customer Excellence - You respond to customer inquiries via chatarmin (our helpdesk software) and over the phone, ensuring every customer feels heard and well taken care of. You assist with processing orders in Shopify and our logistics software, manage returns, and share responsibility for managing customer reviews. You're the go-to person when a customer needs deep product knowledge, whether it's about materials, care, sizing, or personalisation.

Quality Assurance - You own our product quality bar. You carry out regular quality checks at our warehouse in Vienna, conduct incoming goods inspections, and document quality issues systematically. You analyse return and complaint data to spot recurring issues, and translate those insights into action, whether that's a conversation with a supplier, feedback to our Jewellery Design team, or a tweak to our packaging.

Product Expertise - You're our internal product encyclopedia. You build and maintain product knowledge resources for the team, train colleagues on new collections, and act as the bridge between what customers tell us and what our Jewellery Design and Operations teams need to hear.

Continuous Improvement - You question existing structures and processes and bring in new ideas on how we can further improve our customer service and product quality. As the direct point of contact for our customers, you ...