Head of Care Europe

hace 2 semanas


Poligono Industrial Alcobendas, España Ria A tiempo completo

We are seeking a dynamic and passionate leader to take on the role of Head of Care Europe, responsible for cultivating a positive and thriving work environment while nurturing the growth and development of Managers, Supervisors, and Care representatives. This leadership position requires a visionary approach, dedicated to fostering a customer-centric culture across the organization, where exceptional customer care is embraced with a sense of ownership and pride.

The Head of Care Europe will be instrumental in driving continuous improvement, always striving for excellence in service delivery. By leveraging data-driven insights, they will identify areas for enhancement and implement strategies to achieve outstanding customer satisfaction and loyalty. Collaboration will be at the heart of their leadership style, as they work closely with other executives and stakeholders to align customer care strategies with broader business goals.
- Anticipate and track operational performance, providing strategic solutions.
- Manage the day-to-day operations of the Customer Care department in Europe.
- Create centers of excellence within the Customer Care function.
- Actively identify areas where processes can be improved to drive cost savings.
- Collaborate with departmental team members to set and achieve daily and quarterly goals for Customer Care.
- Work closely with other regional Heads of Care on special planning and departmental projects.
- Oversee and report on weekly, monthly, quarterly, and annual metrics.
- Identify trends and assess opportunities to enhance processes and execution.
- Collaborate with other back-office teams to ensure seamless procedure execution, reinforce positive morale, and uphold company values.
- Address and resolve issues of medium complexity involving stakeholders, removing barriers, and escalating to an appropriate level when necessary.
- Establish and maintain professional relationships with internal lines and external agents or correspondents.
- Provide clear leadership and direction to the Customer Care teams.
- Act based on customer feedback to enhance service quality.
- Foster an environment of innovation and continual improvement to reimagine how services and support are delivered.
- Advocate for Customer’s pain points.
- Consume customer feedback, including CSAT and NPS.
- Minimum 5 years of experience in operational or product management roles.
- Strong track record in addressing operational concerns and issues while monitoring overall customer satisfaction.
- Proficient in MS Excel, Word, and PowerPoint.
- Bilingual in English and Spanish with effective verbal and written communication skills.
- Ability to analyze training needs/requirements.
- Excellent interpersonal communication and organizational skills for coordinating project activities.
- Capable of conducting research for special projects, responding to timely inquiries, and presenting written/oral briefings.
- Inspiring and leading Customer Service Teams.
- Ability to work with attention to detail and handle time-sensitive issues.
- Strong decision-making skills and the ability to perform in high-pressure situations.
- Demonstrates the highest ethical standards, integrity, authenticity, credibility, and character.



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