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Girteka įmonių grupė

Head of Customer Care (Europe)

Vilnius - Girteka įmonių grupė
DARBO RINKOS LYDERIS 2020
I vieta transporto kategorijoje

Job description

We are a team of people who love to win. We go above and beyond in supporting our international clients to deliver on their promises. Our investments in new fleet and technology, great leadership, and continuous professional improvement empower us to become a better version of ourselves each day.

We are looking for an experienced leader of leaders with extensive background in developing and managing a best-in-class customer experience and service organization. From the ideal candidate we expect outstanding leadership skills, ability to foster change and continuous development, strong digital acumen and experience in digital transformation of customer services.

Head of Customer Care is a senior-level executive in the Europe business area. As a Head of Customer Care, you will responsible for delivering a high-quality customer service experience. We expect you to launch more efficient way of working, organize work across your teams and in collaboration with other units.

KEY RESPONSIBILITIES:

  • Develop a holistic Customer Experience Strategy to enable a best-in-class customer service. Translate Area Business strategy into actionable goals for performance for the Customer Care organization
  • Set the tone for a customer-focused, thoughtful environment. Build an industry leading customer experience organization
  • Retain, recruit and mentor a team of professionals capable to transform customer service to digital future
  • Improve the customer journey through customer data. Pilot and execute solutions and processes improvements
  • Act as a change agent and inspiring leader, discover more efficient way of working by capturing and sharing best practices across the organization, as well as with partners and customers
  • Ensure team performance, quality in deliveries, improve productivity and ensure that standards are met
  • Evaluate the effectiveness of organizational development initiatives and provide recommendations for improvement
  • Control Unit‘s budget, manage expenditures, perform within budget allocation
  • Develop Customer Care metrics, establish tracking and reporting on performance and productivity, to ensure business objectives and KPI’s are met

Requirements

  • University degree in Business management or similar field
  • At least 5 years of experience in leading Customer Care Organization (world-wide Shared Service Centre – would be an advantage)
  • Customer and quality orientation
  • Proven record of driving results that meet or exceed strategic, financial, quality and operational goals
  • Strong digital acumen, experience in digital transformation of customer services and processes optimization (know-how on Robotic Process Automation would be an advantage)
  • Strong communication, collaboration and stakeholder management skills
  • Proven management and leadership abilities, strong people engagement and development skills
  • Excellent English skills, both written and oral

We offer

  • Join an international and ever-growing organization
  • Professional and personal challenges in an international organization
  • Professional and highly skilled colleagues who set the bar high
  • Participate in all corporate events, internal and external trainings
  • Monthly salary (gross): From 5120 to 7680 €.. Specific salary is offered based on work experience, competence, and compliance with other job requirements.
DARBO RINKOS LYDERIS 2020
I vieta transporto kategorijoje
Girteka įmonių grupė

Girteka įmonių grupė

Kurkite savo karjerą „Girteka Logistics“ – skaitmeninėje pervežimų kompanijoje, apjungiančioje tradicinį krovinių gabenimą su moderniomis technologijomis. Mūsų sėkmės paslaptis yra tarptautinė 18.000+ kolegų komanda, kuri dirbdama su žinomiausiais pasaulyje prekės ženklais siekia būti akivaizdžiu pirmu pasirinkimu mūsų klientams, darbuotojams, bendruomenei, akcininkams ir partneriams.

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