Austria Job Openings

Rohlik Group

Director of Customer Care

Vienna

November 13, 2024

The director of customer service will be pivotal in driving the evolution of our customer service as we scale. The primary challenge is to create and implement a unified, modernised strategy that leverages technology and automation across all markets to ensure a consistent and seamless customer experience. This leader must navigate the complexities of enhancing efficiency through automation while safeguarding the high standard of customer satisfaction that defines Rohlik Group. Additionally, achieving cost reductions without sacrificing service quality will be critical, especially in the context of rapid business growth. The ultimate objective is to establish a scalable, forward-thinking approach that cements Rohlik Group’s reputation as the industry leader in customer care.

Your responsibilities

Ensure customer satisfaction remains a top priority by developing and executing a cohesive customer service strategy that standardises practices across Germany, Czech Republic, Austria, Hungary, and Romania, while planning for future market expansion
Lead the modernisation of customer service operations through the thoughtful implementation of innovative technology and automation solutions, enhancing productivity without compromising the quality of the customer experience
Analyse customer feedback, service data, and market trends to identify opportunities for continuous improvement, streamlining processes for higher productivity and more effective service delivery
Create and oversee comprehensive training programs that empower teams to deliver exceptional, customer-focused service while effectively using productivity tools and technology
Foster a culture of proactive problem-solving and customer-centric thinking, leading change management initiatives that support operational excellence and adaptability
Manage cross-functional collaboration with product, technology, and marketing teams to ensure customer service strategies align with company-wide goals, driving efficiency and impactful results
Oversee performance metrics and productivity targets, implementing data-driven approaches to optimise response times and reduce operational costs while enhancing the overall customer journey

Your experience

Experience leading or contributing to customer-centric projects or roles, with a focus on candidates who can develop and implement modern, strategic approaches to customer care
Ability to leverage technology to drive service innovations while maintaining a customer-first approach
Strong analytical skills and a strategic mindset to balance cost efficiency with high-quality service delivery
Excellent leadership and interpersonal communication abilities to inspire teams and foster a unified approach across different markets
Fluency in English; additional European languages are beneficial
Experience with customer service tools, AI-based solutions, or CRM systems is helpful but not essential

About Rohlik

Rohlik is the leading Central European e-grocer.

Making customers happy in the Czech Republic, Hungary, Austria and Germany.

Are we a good fit?

Customer Care

What we offer

Personal growth

Real impact and meaningful work

Work freedom

Fair remuneration

Peer recognition

Unpaid premium membership

Sport challenges

Great team

Are we a good fit?

Our goal in life is to make other peoples’ lives better. Such a mission is difficult, life at Rohlik is difficult – it is not for everyone.

Is it the right one for you?

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