Director of Customer Care

vor 1 Monat

Wien, Österreich Rohlik Group Vollzeit

The director of customer service will be pivotal in driving the evolution of our customer service as we scale. The primary challenge is to create and implement a unified, modernised strategy that leverages technology and automation across all markets to ensure a consistent and seamless customer experience. This leader must navigate the complexities of enhancing efficiency through automation while safeguarding the high standard of customer satisfaction that defines Rohlik Group. Additionally, achieving cost reductions without sacrificing service quality will be critical, especially in the context of rapid business growth. The ultimate objective is to establish a scalable, forward-thinking approach that cements Rohlik Group’s reputation as the industry leader in customer care.

**Your **responsibilities**
**- Ensure customer satisfaction remains a top priority by developing and executing a cohesive customer service strategy that standardises practices across Germany, Czech Republic, Austria, Hungary, and Romania, while planning for future market expansion
- Lead the modernisation of customer service operations through the thoughtful implementation of innovative technology and automation solutions, enhancing productivity without compromising the quality of the customer experience
- Analyse customer feedback, service data, and market trends to identify opportunities for continuous improvement, streamlining processes for higher productivity and more effective service delivery
- Create and oversee comprehensive training programs that empower teams to deliver exceptional, customer-focused service while effectively using productivity tools and technology
- Foster a culture of proactive problem-solving and customer-centric thinking, leading change management initiatives that support operational excellence and adaptability
- Manage cross-functional collaboration with product, technology, and marketing teams to ensure customer service strategies align with company-wide goals, driving efficiency and impactful results
- Oversee performance metrics and productivity targets, implementing data-driven approaches to optimise response times and reduce operational costs while enhancing the overall customer journey

**Your **experience**
**- Ability to leverage technology to drive service innovations while maintaining a customer-first approach
- Strong analytical skills and a strategic mindset to balance cost efficiency with high-quality service delivery
- Excellent leadership and interpersonal communication abilities to inspire teams and foster a unified approach across different markets
- Fluency in English; additional European languages are beneficial
- Experience with customer service tools, AI-based solutions, or CRM systems is helpful but not essential

**About **Rohlik**
**Rohlik is the leading Central European e-grocer.**
- Making customers happy in the Czech Republic, Hungary, Austria and Germany.- Are we a good fit?- Customer Care**
**What we **offer**
**- Personal growth
- Real impact and meaningful work
- Work freedom
- Fair remuneration
- Peer recognition
- Unpaid premium membership
- Sport challenges
- Great team

**Are we a** good fit?**
**- Our goal in life is to make other peoples’ lives better. Such a mission is difficult, life at Rohlik is difficult - it is not for everyone.Is it the right one for you?

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