Director of Customer Care
At Rohlik Group, customer service is one of our greatest strengths. With an NPS of 70+ across all markets, our teams have consistently delivered exceptional experiences to our customers. But we are committed to going further—pushing the boundaries of customer care and redefining what great service means in our industry. To lead this charge, we’re introducing the role of Director of customer service. This leader will oversee call centres across all markets, unify our service operations, implement innovative technologies, and set new standards for excellence.
What will be your key responsibilities:
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.
- 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
What experience should you have:
- Experience leading or contributing to customer-centric projects or roles, with a focus on candidates who can develop and implement modern, strategic approaches to customer care
- 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
What do you get in return:
- Your work will have a direct impact on the company's results
- We will implement your good ideas almost immediately—not waiting for the approval of the headquarters somewhere in the world
- You will not be bound by corporate processes
- Your work has to be innovative and meaningful, we do not want to follow trends, but set them
- Last but not least, we mainly offer a fair reward and the possibility of professional growth and education, also a great bunch of people around and a legendary company events
