You take end-to-end ownership of the commercial performance of the customer service channel, define and anchor its role within the commercial funnel (e.g. conversion, retention, recovery), and shape the holistic performance model. You derive strategic priorities for the customer service channel and actively contribute them to the overarching commercial excellence agenda, including the definition, prioritization, and tracking of concrete business impact initiatives. You translate identified gaps into clear, prioritized requirements for capability pillars such as analytics, pricing, go-to-market, tooling, and enablement. You develop and manage a channel-specific, cross-functional roadmap to implement the defined requirements. You define and continuously evolve KPI frameworks to steer conversion, productivity, and efficiency. You ensure that delivered solutions are translated into scalable processes, KPIs, and ways of working, and are successfully implemented in customer service. You establish clear performance governance structures, including KPIs, cadences, and review formats, to sustainably steer the channel. You align and manage relevant stakeholders across functions to ensure consistent and effective execution.