Customer Operation Manager Eastern Europe

Customer Operation Manager Eastern Europe

RS Group is committed to creating an inclusive environment where people thrive. We recognise that a diverse and representative workforce is critical to our success, and our aim is to create a business where people can be their best selves. Our employees expect this as a matter of course and it is fundamental to how we attract, develop, and hold on to the best talent.

What you will enjoy doing to be successful in this role:

• Lead, develop, inspire, motivate and challenge the Customer Service Organisation to deliver world class customer experience, value added solutions, profitable growth through engaged people, effective and efficient processes and innovative technologies
• Develop and implement the local multi-channel Customer Experience (CX) strategy to drive improved Net Promoter Score (NPS) and Net Easy Score (NES).
• Drive a culture of continuous improvement, accountability and empowerment
• Act as the custodian and primary point of contact for the EE Markets in order to maximise NPS and NES
• Drive profitable growth of all the sales channels within the Customer Service Organisation
• Create and manage budget to maximise operating profit
• Be an active member of the EE Leadership teams to set strategy, direction of travel and execute plans to time and budget
• Be compliant against all recognised standards both internally and externally; to implement and execute risk strategies
• Drive Shared Service modelling and be an SME in this area and key stakeholder for Group Initiatives

What you will bring:

• Experience at a senior level of leadership
• Experience of creating and implementing talent management and succession planning strategies
• Experience of leading multi-channel service operations
• Experience of transformation capabilities to drive sustainable continuous improvement
• Experience of improving customer experience and creating operational service capabilities for new service propositions
• Self-organised, flexible, motivated, driven to succeed and to share success through others
• Commercially focused to drive profitable results for the business
• Strong interpersonal and leadership skills
• Fluent English

Strong leadership drives tangible benefits for our business and is core to our success. Our Amazing Leaders are required to show their passion for our people, customers and suppliers. They must act with humility to create an environment where our people can make amazing happen and they will demonstrate trust by leading by example, by taking accountability and ownership.

The good stuff

Innovators and pioneers. Rebels and creators. A global organization of optimists and specialists with big ambitions for the future. You can take control of your future here at RS. We offer all the benefits you’d expect to receive in a progressive global business:

• Quarterly bonus
• Stable employment
• Private medical care
• Holiday bonus
• Sports card
• Work in international environment
• Internal and external trainings
• Referral programme
• Lunch card

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone.

Grow in our learning and inclusive culture and be rewarded for your success. Whoever you are, whatever you do and wherever you are; it all starts here.

Are you ready to explore the possibilities?

We are RS

We are committed to creating an inclusive environment where people thrive. We recognize that a diverse and representative workforce is critical to our success, and our aim is to create a business where people can be their best selves. Our employees expect this as a matter of course and it is fundamental to how we attract, develop, and hold on to the best talent.

We recruit and develop employees who are the best suited to the requirements of the job role, regardless of gender, ethnic origin, age, religion, sexual orientation, gender identity or disability. We believe everyone should be able to bring their true self to work and be given the opportunities to succeed. If you require any adjustments during this process to ensure you can bring your true self, please let us know.

Increasingly powered by digital technology, we’re our customers’ one-stop-shop for electronic products and industrial components. We began in a north-west London garage supplying spare parts to radio repair shops back in 1937 and we’ve kept transforming for over 80 years. Today, we’re using digital globally to revolutionize the way we do business and strengthen our position as the people engineers turn to for help, advice and knowledge.

We’re proud of what we’ve done, but we’re not sitting back. We’re always looking to make the customer experience simpler, faster and easier. We’re transforming markets and the impact of technology. We’ve widened our services portfolio with innovations from procurement and inventory solutions to 24/7 product support.

We’ve been on an incredible journey, but the best is yet to come; are you ready to join us?