Silke Robeller
Director Customer Care (Americas, Europe, Emerging Markets & Regions) B2b Relationships @Rainforest Alliance
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WORK HISTORY
Director Customer Care (Americas, Europe, Emerging Markets & Regions) B2b Relationships @Rainforest Alliance
ABOUT SILKE ROBELLER
With over two decades of international experience and leadership in customer service, B2B and B2C relations, and strategic development, I firmly believe that customer-centricity is the foundation for sustainable success. As Director of Customer Care at Rainforest Alliance, I focus not only on achieving exceptional customer satisfaction—consistently over +93%—but also on bridging technology, people, and processes to create innovative solutions. I bring resilience and strategic vision to every challenge while supporting ESG principles. In addition to my professional role, I am honoured to serve as Vice President and Board Member of FidAR e.V. and as an Advisory Board Member at CCV e.V. Here, I advocate for inclusion, diversity, and strong networks. Passionate about empowering women in leadership and promoting innovative trends within the call centre industry, I aim to combine purpose with impact. My expertise is backed by a proven track record—from scaling international projects at Birkenstock and Amway to earning accolades for service excellence at Rainforest Alliance. Core Values I believe that every challenge deserves a creative solution, and that visions come to life only through the strength of a united team. Achievements Outstanding Customer Satisfaction: Maintained an exceptional customer satisfaction rate of +93% at Rainforest Alliance, driving improvements and operational processes. Award-Winning Leadership: Recipient of the Top Service Deutschland Award 2018 for excellence in customer care and service innovation. Impactful Metrics Growth: Achieved a Net Promoter Score (NPS) increase to 68 and improved Customer Satisfaction to an average of 1.27 during tenure at NOVENTI HealthCare GmbH. Crisis Management: Successfully led international crisis response efforts, ensuring timely global product deliveries, including recall campaigns at Birkenstock GmbH & Co. KG. Transformational Results: Reduced operational costs by over 50% through process outsourcing at Weltbild GmbH & Co. KG and increased sales through cross/upselling strategies by 150%. Strategic Leadership: Spearheaded successful ERP and platform transitions for international teams, harmonising business processes across 29 markets at Amway GmbH. Recognised Expertise: Served as a jury member for The Stevie Awards in 2022, showcasing dedication to promoting excellence in business practices and innovation. Expertise in Customer Experience Leadership Global Customer Care Strategy Customer Retention and Loyalty Operational Excellence in Customer Service
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