Customer & Consumer Services Manager Adriatic
Consumer & Customer Care
Full Time
Zagreb, Croatia
2019-08-27

Take customer care to the next level.

We are looking for a Customer & Consumer Service Manager to become a part of our Customer & Consumer Service Cluster team. Based in Zagreb, Croatia, we take responsibility over Adriatic Region. Together we create best-in-class brand and product ownership experience for consumers and retailers, both online, via phone/mail/social media contacts and during technical visits, at competitive cost levels.

A typical day at work:

Your main objective within a team would be to transform Customer & Consumer Service from cost centers to profit centers focusing on brand loyalty, sales development and cost control. You would act as a leader for to the Customer Service, Field Operations, Consumer Contact Centers and Demand Planning departments by focusing on organization, process & tools, capability development, governance model and engagement of employees. One of the most important tasks would be to implement on country level Customer & Consumer Service CEE business vision and strategy, to establish and improve monitoring procedures and KPI dashboards, to conduct Talent Reviews and drive competence development in all functional areas. Besides, you would continuously improve Customer & Consumer Service functions as well as Demand and Stock Planning, implement new tools like CRM, CTI/Case Management, Integrated Business Planning etc.

Who you are:

Energetic. - Your enthusiasm is infectious and inspires and engages your colleagues and collaborators to achieve, deliver, be accountable and own their work. You’ll also have the stamina essential to delivering results in both the short and long term.
Agile. - You work with urgency, analysing and adapting to different situations, quickly understanding changes and reacting confidently and decisively.
Open. - You keep the consumer and customer front of mind, bringing an outside-in perspective to encouraging cross-collaboration, utilising diversity and encouraging open feedback.
Aimed at growth. - You love to explore new ideas and drive continuous improvement, not only to do your best work but to develop your capabilities and acquire new skills. 

Minimum Qualification

  • Master's degree in Economics/Business Administration/Engineering.
  • At least 5 years of direct leadership experience in high performing commercial or service organization.
  • Excellent knowledge and understanding of service towards consumers and retailers.
  • IT systems knowledge.
  • Strong communication and presentation skills.

Required languages:

  • Native Croatian.
  • Fluent English.