Group Head of Customer Care F/M

2 tygodni temu

Gdańsk, Pomerania, Polska Lyreco Group Pełny etat

Are you thrilled about embarking on a new professional journey? At Lyreco, we offer more than just a job - a career opportunity. Our Customer Experience team is on the lookout for a skilled and ambitious Group Head of Customer Care to join our headquarters. Lyreco, a pioneer in workplace products and services, is the European leader and the world's third-largest distributor. Since 1926, we have continuously adapted to the evolving work landscape by prioritizing customer experience, fostering strong partnerships, and maintaining efficient logistics.

With over 12,000 employees, Lyreco operates directly in 25 European and Asian countries and serves 17 more markets across 4 continents through a distribution partner network. Apart from office supplies, print services, PPE, coffee, and cleaning products, we also offer furniture, ergonomics solutions, and well-being services, catering to all workplace needs.

WHAT WE OFFER:

  • Develop and implement the Customer Care Target Operating Model to enhance team performance.
  • Review and optimize country operations for improved efficiency and best practices sharing.
  • Define and elevate Customer Care KPIs across countries.
  • Lead cost-efficient initiatives while enhancing customer experience.
  • Engage with key stakeholders to drive collaboration and operational excellence.
  • Promote and leverage designated Centers of Excellence for impactful changes.
  • Elevate Customer Care as a key business partner within the organization.
  • Drive innovation in Customer Care processes and tools to boost efficiency and customer satisfaction.

WHAT WE ARE LOOKING FOR:

  • University degree with relevant Customer Care certifications.
  • Minimum 10 years of senior management experience in a Customer Care environment.
  • Deep understanding of core model implementation and strategy across multiple geographies.
  • Knowledge of optimizing capabilities within Customer Care operations.
  • Familiarity with Customer Service KPIs and industry standards.
  • Passion for Customer Care and a customer-centric approach.
  • Strong leadership, organization, and communication skills.
  • Ability to travel regularly and work in an international setting.

WHY JOIN LYRECO:

  • A full-time position in a dynamic, international team.
  • Competitive salary and benefits.
  • Hybrid work model and personal growth opportunities.
  • Pension plan and supportive work-life balance initiatives.

If the above role excites you and aligns with your skills, please submit your CV in French & English. We are eager to review your application.

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