Director of Customer Service

Founded in 2014 in the Czech Republic, Rohlik is the leader of e-grocery in Central Europe, on a mission for our customers' healthier and happier lives by helping them eat and live better. Complimenting state-of-the-art technology and logistics with love for food, we deliver fast high-quality groceries to our customers, carrying all the favourite brands, plus a range of affordable own-label products. In each city we carefully select the best quality and freshest local products to save our customers time: from butchers to bakery, fresh product directly from farmers via our unique Farm-to-Door program. Active in the Czech Republic ), Hungary ), Austria ), Germany ) and Romania ), owning its end-to-end operations (including all technology in-house), Rohlik provides in all its countries a superior customer experience and the freshest food from local farmers and artisans, as well as a broad supermarket selection.

We build our brand around our belief that everyone should have access to better food and higher quality of life. We acquire new customers by winning their trust through superior service, helping their families to run smoothly, and differentiating ourselves with the rich offer of local, fresh, high-quality products.

Role and department overview

At Rohlik Group, customer service is one of our greatest strengths. With an NPS of 70+ across all markets, our teams have consistently delivered exceptional experiences to our customers. But we are committed to going further—pushing the boundaries of customer care and redefining what great service means in our industry. To lead this charge, we're introducing the role of Director of customer service. This leader will oversee call centres across all markets, unify our service operations, implement innovative technologies, and set new standards for excellence.

Key challenges

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.

Key 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

Qualifications:

• 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

What we offer:

• Influential role with significant impact on customer experience and company growth
• Collaborative and innovative work environment
• Ability to implement good ideas quickly without long & cumbersome approval processes
• Opportunity to set trends in a space of innovative and meaningful creative work