Head of Customer Care

As we continue to grow and evolve, we are looking for a visionary Head of Customer Care to lead our customer service operations, driving customer satisfaction, loyalty, and business results.
As the Head of Customer Care, you will oversee the development and execution of customer service strategies, ensuring exceptional experiences for our clients. Reporting directly to senior leadership, you will lead a diverse and talented team to deliver customer-centric solutions, optimize processes, and contribute to the financial and strategic goals.

Your Responsibilities:

• Develop and implement a comprehensive customer care strategy aligned with organizational goals.
• Anticipate challenges and opportunities, driving continuous improvement in service delivery.
• Oversee the planning and organization of activities across a large customer service team.
• Set and monitor service standards, ensuring efficiency and quality across operations.
• Optimize resources, develop tactical plans, and execute projects to meet KPIs.
• Build and nurture relationships with strategic clients to ensure loyalty and satisfaction.
• Implement effective feedback mechanisms to continually refine customer interactions.
• Serve as the escalation point for complex customer issues, ensuring timely resolutions.
• Inspire and lead a high-performing team of managers and supervisors.
• Develop organizational capabilities by mentoring and empowering team members.
• Foster a culture of collaboration, accountability, and innovation.
• Develop and manage department budgets, ensuring alignment with business goals.
• Propose revenue and performance targets while maintaining cost efficiency.
• Design and implement customer care policies and procedures, ensuring compliance with external regulations and internal standards.

Our expectations:

• Over 10 years of customer service experience with a minimum of 3-6 years in managerial roles, preferable in Logistics industry.
• Demonstrated ability to lead large teams and manage complex customer operations.
• Capability in stakeholder managemet internal and external.
• Master’s degree or equivalent qualification in Business Administration, Management, or a related field.
• Ability to translate big-picture goals into actionable strategies.
• Proven ability to build relationships and deliver solutions that enhance customer loyalty.
• Strong track record of inspiring teams, driving performance, and fostering a culture of growth.
• Expertise in budgeting, resource allocation, and financial planning.
• Skilled in managing complexity and making sound decisions under pressure.
• Exceptional verbal and written skills, with the ability to engage effectively across all levels of the organization.

We Offer:

• Career opportunities: 77% of our management has grown along with the company and as many as 30% of our colleagues progress up the career ladder every year.
• Learning and development: participating in internal and external training, seminars, working sessions, mentoring, and management programs.
• Health and well-being: Health insurance. 50% compensation for both breakfast and lunch, free fruits and cakes. Opportunity to play sports and use our partners‘ discounts.
•  Collaborative culture: We believe in the power of teamwork and people connection because we can only create value by achieving results together and supporting career advancement. We have set up a special fund for those who want to volunteer, and we provide off days to give you time to volunteer.
• Rewards and recognition: Rewards on work anniversary occasions, day off during your birthday, and holiday gifts are included. Team-building events, various initiatives, and like-minded clubs.

• Base monthly salary: from €6480 to €8100 (before tax). The specific salary offered will depend on the candidate‘s experience, competencies displayed and suitability to the requirements of the position.