Director, Customer Care Poland

Director, Customer Care The Director, Customer Care is responsible for leading and developing the Customer Care function in Poland as well as across Central & Eastern Europe to ensure exceptional service quality, operational excellence, and strong customer relationships. This role oversees end-to-end service operations, supports commercial activities, and drives continuous improvement initiatives aligned with business objectives. The function also contributes to strategic development by translating customer and market needs into new service offerings and business opportunities. Key Responsibilities Customer Care & Service Excellence: Develop and optimize the processes to ensure efficient operations and a seamless, high-quality customer experience. Monitor KPIs and drive continuous improvement. Customer & Partner Relationships: Collaborate closely with sales teams, support commercial activities, and build strong relationships with customers and partners to drive loyalty and growth. Leverage customer insights to improve services. Claims & Complaints Management: Oversee customer cases, claims, and complaints, ensuring timely and customer‑centric resolution while implementing root cause analysis to prevent recurrence. Leadership & Team Development: Lead, coach, and develop the team by setting clear expectations and fostering a culture of accountability, collaboration, and continuous learning. Strategy & Business Development: Contribute to strategic planning, develop customer care roadmaps, and support business development initiatives aligned with market needs and organizational objectives. Offering & Marketing Support: Support the development of service offerings and contribute to marketing and sales materials that clearly communicate customer value propositions. Global Collaboration : Work closely with global teams to align standards and best practices, participate in cross‑functional initiatives, and support process harmonization across regions. This position reports to Vice President, Customer Care Europe and Americas. Location: Sosnowiec Poland (hybrid). Other locations may be considered. Requirements Proven experience in customer care, service operations, or related leadership roles. Strong understanding of customer experience principles, KPIs, and process optimization. Experience working in a global or multinational environment with the ability to collaborate effectively across cultures and functions. Demonstrated ability to lead teams and drive organizational development and change. Excellent communication and cross‑functional collaboration skills. Strong analytical and problem‑solving capabilities. Fluent in Polish and English; additional language skills are considered an advantage. Experience in the energy industry is considered an asset. #J-18808-Ljbffr