Global Head of Customer Care Department

City: Cracow
Company size: 100 people in Cracow
Salary: Dependent on experience
Form of cooperation: Contract of employment

Your future company:

The company is the leader in the European e-commerce industry and has been operating on the market for 20 years, has branches in 13 cities and customers in 30 countries. Right now they’re looking for a strong personality for a role of Global Head of Customer Care Department to join them in Cracow.

You will be responsible for:

  • taking leadership of the global Customer Care setup and development of the company
  • supporting with the overall service partner setup including the selection and contractual setup
  • being responsible for the definition and implementation of core Customer Care processes and SOPs
  • leading the global Customer Care team in Cracow and guide the national Customer Care teams.
  • providing continuous coaching to the Competence Center Customer Care team and focus on the personal development of your team
  • being responsible for all internal Customer Care communication and knowledge transfer to run a smooth operational business
  • being responsible for transparent reporting to all internal and external interfaces

What you need is:

  • university degree
  • professional experience in Customer Care in an international environment with strong team leadership experience (min 5+years)
  • experience with innovative Customer Care solutions as well as strategic change, project, and partner/ stakeholder management
  • a strong customer-first mentality paired with exceptional analytical and problem-solving skills
  • entrepreneurial attitude, self-starter, understanding of business processes, and a proactive and results from the approach
  • outstanding team player with the ability to work with, and motivate people on different levels
  • fluent verbal and written communication skills in English

Nice to have:

  • e-commerce background/experience
  • additional languages

Apply and you will get:

  • flexible working hours
  • training budget and language classes
  • private medical care
  • Multisport card
  • additional days off

You should apply because of:

  • posibility to build your own Customer Care team
  • global cooperation with other Managers
  • independence and liberty in taken actions
  • expert position in the company
  • taking care of the strategy for the whole region
  • posibility of modernization current customer service policy