Head of Fraud - Customer Service (all genders) - #2771046

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated revenues of EUR 1,533.7 million in 2025 and employs around 2,200 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

Your Role

As Head of Fraud in Customer Service, you own fraud and loss prevention across our Customer Service and report to the VP of Customer Service. You optimise our processes to reduce spend on manual refunds, balancing goodwill towards honest customers with protection against fraud. You work with the Security, Payments and Logistics teams on cross-team topics. You are accountable for the manual refund budget and for achieving the spend targets.

What You Will Do

• Own the manual refund budget. Take end-to-end ownership of manual refund fraud, drive a sustainable reduction of net manual refunds and maximise recoveries from carriers and customers.
• Build and steer a KPI framework. Set up comprehensive KPIs and reporting for all Customer Service fraud topics.
• Improve processes in collaboration with our Process team. Design and continuously improve processes, guidelines, SLAs and fraud detection to make our operations robust.
• Align across teams. Define and implement processes at the interfaces with Security, Payments and Logistics.
• Lead the operational fraud teams. Set up and lead internal and external teams that focus on fraud detection and on handling cases from flagged customers.
  
  

Your Profile

• 8+ years of experience leading complex projects, with a proven track record of delivering measurable business impact
• Leadership experience, ideally with insourced and outsourced teams
• Strong analytical skills and a KPI mindset
• Process design skills and the ability to work across functions
• Excellent stakeholder management skills
• Fluent English; German is a plus
  
  

LI-AA1

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.