Head of Customer Experience

Do you want to become part of the Hunter Douglas DREAM?

Hunter Douglas is seeking an experienced Head of Customer Experience responsible for ensuring a seamless, efficient, and customer-focused experience across the full order-to-delivery process at Droma Sunshade Experts brand, based out of Poland.

Hunter Douglas is the global market leader in window coverings, exterior screens and architectural products, operating across 136 entities over 100 countries. Droma Sunshade Experts Sp. z o. o. is a European leader in innovative covering systems for buildings, part of the Hunter Douglas Group - a global giant in the "sun protection and window covering" industry. Our proactive attitude, innovative approach and ability to respond quickly are the main factors of our success. We respond flexibly to the needs of our clients, creating unique solutions that allow us to quickly conquer new European markets.

Join our dynamic international manufacturing company, known for innovation, quality, and global reach. We are a leader in our industry and are dedicated to fostering a culture of excellence and collaboration.

The Head of Customer Experience will lead all aspects of order entry, customer service, and client support for Droma in Poland. The position combines operational leadership, process improvement, and people management to deliver service excellence that supports the company's commercial goals and strengthens customer satisfaction and loyalty.

Key Responsibilities

Leadership & Team Management

· Lead and develop the Customer Service and Order Entry teams, fostering a culture of accountability, collaboration, and continuous improvement.

· Ensure optimal staffing levels, clear role definition, and high performance across the team.

· Coach and mentor team leaders and employees to enhance service capability and engagement.

Customer Experience & Service Excellence

· Define and implement customer service standards, KPIs, and processes that ensure accurate, timely, and customer-centric order handling.

· Drive consistency and quality in communications with customers, distributors, and sales teams.

· Act as an escalation point for complex customer or order issues, ensuring swift and effective resolution.

Process & System Optimization

· Oversee and continually improve the order entry and management process, ensuring efficiency, accuracy, and compliance with company procedures.

· Collaborate closely with Supply Chain, Logistics, Sales, and Finance to optimise end-to-end fulfilment.

· Identify and deliver process automation or digital enhancements that improve customer experience.

· Support ongoing SAP and system developments, including training and adoption within the team

Performance Management & Reporting

· Monitor and analyse service KPIs (order accuracy, response times, lead times, customer satisfaction, etc.) to drive improvements.

· Prepare and present performance reports and improvement plans to local and regional leadership.

· Ensure all data and reporting meet group and audit standards

Stakeholder Collaboration

· Partner with Sales, Production, and Group Customer Experience teams to align service operations with commercial and operational priorities.

· Represent Droma in group-wide CX initiatives and contribute to best-practice sharing across the Hunter Douglas network.

Interested in this role? Here's what we're looking for:

· Minimum 5–7 years' experience in customer service, order management, or related operations, ideally within manufacturing or B2B environments.

· Proven track record leading customer service or order processing teams.

· Strong process orientation and ability to manage multiple priorities in a fast-paced environment.

· Experience working with ERP systems (SAP preferred).

· Excellent interpersonal and communication skills in Polish and English.

· Strong analytical, problem-solving, and change management capabilities.

At Hunter Douglas, you'll be part of a forward-thinking team committed to excellence. We offer a supportive environment for professional growth, competitive compensation, and the opportunity to make a real difference.