Original listing text, shown exactly as published by the company.
About the Role
As Director of Customer Care Operations, Europe, you will set the vision and strategy for our German, Spanish, UK&I and French Customer Care operations; leading a growing team of in-house and outsourced professionals to deliver world-class service. You’ll be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Perk’s global Customer Care organization.
What You’ll Do
- Lead and scale Europe Customer Care organisation of 700+ both in-house and outsourced professionals.
- Set and achieve performance targets and financial outcomes across all service areas in Europe, directly influencing overall business performance and profitability.
- Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.
- Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the Europe region, and ensure continuous improvement.
- Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
- Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.
- Oversee multiple initiatives impacting Europe region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.
- Own key regional KPIs and deliver measurable improvements in:
- Customer Satisfaction (CSAT / NPS)
- Service Level Agreements (SLA)
- Churn
- Employee Engagement & Retention
- Operational Efficiency / Productivity
What We’re Looking For
Qualifications
- 8-10 years of experience leading large-scale Customer Care teams.
- Proven success managing both in-house and outsourced operations.
- Experience in technology-driven or high-growth environments (travel industry a strong plus).
- Demonstrated ability to build and develop high-performing, customer-centric teams.
- Strong process orientation and project management background.
- Excellent communication skills (verbal and written) in English.
- Data-driven and analytical, with a track record of using insights to drive improvements.
- Hands-on leader with a proactive, pragmatic, and collaborative approach.
- Experience with Zendesk or similar CX platforms preferred.
Who You Are
- Customer Obsessed: Passionate about creating exceptional experiences.
- Strategic & Operational: You think big but execute efficiently.
- Data-Driven: You rely on metrics and insights to make smart decisions.
- Empathetic Leader: You listen, coach, and empower your teams.
- Adaptable: You thrive in fast-paced, high-growth environments.
- Results-Oriented: You focus on measurable impact and continuous improvement.
