Customer Care Senior Manager

AmRest is the largest independent company operating a chain of restaurants in Central and Eastern Europe. Since 1993, the company has been developing a portfolio of excellent brands such as KFC, Pizza Hut, Burger King, Starbucks, Bacoa, Sushi Shop, Blue Frog, KABB, and La Tagliatella. Currently, AmRest manages over 2,300 restaurants in 26 countries, and thanks to our unique culture, It provides delicious flavors, and exceptional service.

Job purpose: 

You will be responsible for shaping, controlling & developing Customer Care services, tools & processes across all geographies and portfolio of AmRest brands.

Your challenges:

• Lead development and execution of Customer Care strategy, plans and processes to make sure our approach is on top of the market and is in line with highest Customer/Guest needs.
• Supervise, coach and develop global Customer Care Team to ensure strong business support.
• Manage AmRest global customer systems (solutions selection, implementation, development and maintenance) to secure critical functionalities availability and growth.
• Lead and overseas Customer Care projects roadmap planning and execution.
• Cooperate with key business partners for best practice sharing to boost overall satisfaction results.
• Ensure measurement standards, regular monitoring and reporting on Customer feedback performance across business units.
• Build Customer Care Team competencies, capabilities and foster knowledge transfer across organization.
• Ensure support and coordinate Customer Care process integration for the new markets.  

Your skills & experience:

• Min 3+ years of leadership experience in the international environment in similar field.
• Strong interpersonal skills with high level of customer orientation.
• Fluent English is a must.
• High level of time management and ability to work under time pressure.
• Analytical thinking and ability to draw accurate conclusion based on data.
• Good communication skills both verbal and written to be able to pro-actively cooperate with all stakeholders.
• Strong initiative, commitment and orientation on improving processes.
• Ability to understand business impact and result oriented way of working.
• Intermediate knowledge of Excel and other Microsoft Office products.