We are looking for a very experienced EMEA Customer Service Director for a large international company with a Customer Service Shared Service Center in Krakow, Poland. The SSC is not performing in a satisfactory way and must go through a transition and transformation.

Starting date: As soon as possible
Duration: 6 months with possible extension
Location: The company HQ is located in UK, but the company has an EMEA Customer Service Center in Krakow, Poland. The interim director must be present most of the time in Poland, but with regular commuting to country of residence and limited work from home.

The Assignment
The SSC was established in 2020 and presently employs around 100 FTE. It has never performed in a satisfactory way and it is now becoming a problem as the company is losing customers. Since the establishment, they have had two Polish directors but none of them have succeeded in the position.

The company has now decided to engage a high level and experienced Customer Service Director who will lead the transition and transformation to a best-in-class customer service center. The director will be in charge of changing the way customer service is delivered in terms of organization, people, processes, and tools. An SAP implementation is in progress.

Professional skills

Experience

  • Proven leadership and excellent communications skills with all levels of an organization
  • Leadership of complex entities and ensuring processes compliance
  • Experienced in SSC leadership and management
  • Successful track report in leading team of 100+
  • Experience in developing, modelling, and implementing Customer Service operating models.
  • Experience of implementing ERP, S&OP, CSR systems
  • International experience, working in an international organization with locations in multiple countries and working with employees from different cultures in those countries

Qualifications

  • Minimum of 10 plus years of experience in progressively responsible customer services/supply chain roles
  • Proven background in strategic change management, Project leadership and oversight
  • Good background in IT systems and system conversion projects
  • Education at University level
  • Fluent in English. Knowledge of Polish will be an advantage, but is not a requirement

APPLY

Vi bruger cookies til at personalisere indhold og annoncer, til at levere funktioner til sociale medier og til at analysere vores trafik. Vi deler også oplysninger om din brug af vores hjemmeside med vores partnere inden for sociale medier, annoncering og analyse, som muligvis kan kombinere dem med andre oplysninger, du har givet dem, eller som de har indsamlet fra din brug af deres tjenester. Klik her for at få adgang til vores cookie-politik.

Manage your cookie-settings

Nødvendige cookies

Necessary cookies are cookies that need to be placed for fundamental functions on the website to work. Fundamental functions are for instance cookies that are needed for you to use menus and navigate the website.

Statistical cookies

To know how you interact with the website we place cookies to collect statistics. These cookies anonymize personal data.

Personalization cookies

In order to provide a better experiance we place cookies for your preferances

Ad measurement cookies

To be able to provide a better service and experience we place cookies to tailor marketing for you. Another purpose for this placement is to market products or services to you, give tailored offers or market and give recommendations on new concepts based on what you have bought from us previously.

Ad measurement user cookies

In order to show relevant ads we place cookies to tailor ads for you

Personalized ads cookies

To show relevant and personal ads we place cookies to provide unique offers that are tailored to your user data