Customer Service Director

We are looking for a Customer Service Director to lead our Customer Service organization in Hungary and play a key role in delivering our business and customer experience ambitions.

As Customer Service Director, you will be responsible for the overall performance of the Customer Service function, ensuring operational excellence, strong customer focus and an engaged organization. You will be a member of the Senior Management Team and work closely with other functions to continuously improve the end-to-end customer journey and overall business performance.

Your key responsibilities

• Lead and develop the Customer Service organization, creating a high-performance and customer-centric culture.
• Ensure achievement of key operational, quality, productivity and customer experience KPIs.
• Translate business strategy into clear priorities and actionable plans for the Customer Service organization.
• Drive continuous improvement, digitalization and process optimization to improve both customer and employee experience.
• Build strong leadership capability within the department through coaching, feedback and talent development.
• Ensure effective workforce and capacity planning to meet changing customer and business demands.
• Lead the organization through change while maintaining engagement, transparency and operational stability.
• Use customer insights, feedback and performance data to identify trends, root causes and improvement opportunities.
• Collaborate closely with Operations, Sales, Customs, Finance, HR and other functions to improve the end-to-end customer experience.
• Represent Customer Service in the Senior Management Team and contribute actively to country-level strategic and business decisions.
• Build strong relationships with regional and international Customer Service stakeholders and share best practices across the network.

What we are looking for

• Proven leadership experience, preferably in Customer Service, Operations or another customer-focused environment.
• Strong people leadership skills with experience in leading managers and developing high-performing teams.
• Excellent business understanding and ability to balance customer experience, employee engagement and operational performance.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Experience in change management and continuous improvement.
• Ability to work effectively in a fast-paced and complex environment and remain focused under pressure.
• Strong stakeholder management and influencing skills.
• Excellent communication and presentation skills.
• Fluent English
• University/college degree or equivalent professional experience.

Our Offer:

• Strong career support in an international environment
• Great culture and colleagues
• Multifarious benefit program (annual bonus, cafeteria, company car)

Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!