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


  • 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


  • 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


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