As Customer Service Director, you will be responsible for the overall performance of the Customer Service function, ensuring operational excellence, strong customer focus and an engaged organization. You will be a member of the Senior Management Team and work closely with other functions to continuously improve the end-to-end customer journey and overall business performance.

Your key responsibilities

• Lead and develop the Customer Service organization, creating a high-performance and customer-centric culture.
• Ensure achievement of key operational, quality, productivity and customer experience KPIs.
• Translate business strategy into clear priorities and actionable plans for the Customer Service organization.
• Drive continuous improvement, digitalization and process optimization to improve both customer and employee experience.
• Build strong leadership capability within the department through coaching, feedback and talent development.
• Ensure effective workforce and capacity planning to meet changing customer and business demands.
• Lead the organization through change while maintaining engagement, transparency and operational stability.
• Use customer insights, feedback and performance data to identify trends, root causes and improvement opportunities.
• Collaborate closely with Operations, Sales, Customs, Finance, HR and other functions to improve the end-to-end customer experience.
• Represent Customer Service in the Senior Management Team and contribute actively to country-level strategic and business decisions.
• Build strong relationships with regional and international Customer Service stakeholders and share best practices across the network.

What we are looking for

• Proven leadership experience, preferably in Customer Service, Operations or another customer-focused environment.
• Strong people leadership skills with experience in leading managers and developing high-performing teams.
• Excellent business understanding and ability to balance customer experience, employee engagement and operational performance.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Experience in change management and continuous improvement.
• Ability to work effectively in a fast-paced and complex environment and remain focused under pressure.
• Strong stakeholder management and influencing skills.
• Excellent communication and presentation skills.
• Fluent English
• University/college degree or equivalent professional experience.