About the role:

In this role, you will lead the Consumer Care strategy and operations across the CEE  region, ensuring a seamless consumer experience from pre-sale inquiries to post-purchase support. This includes contact center operations, social media care, repair & service network coordination, and self-service channels. 
You will be part of the CEE Fighting unit, reporting to the Managing Director CEE. Collaboration is key—you’ll work closely with local stakeholders in the districts, as well as with the Global Consumer Engagement and the Global Repair & Exchange Center of Excellence teams.

The impact you’ll make:

•    Develop and lead strategies and tactical plans for all consumer engagement and service operations activities across all touchpoints, including call centers, social media, retailers, service networks
•    Manage & grow a team of consumer care specialists spread across different CEE locations to improve service delivery in the respective areas
•    Own end-to-end post-purchase experience in respective markets; coordinate cross functional team consisting of Global Consumer Engagement (Contact Centers and Social Media Shared Services) and Global Repair & Exchange Center of Excellence to innovate and deliver on best experience for consumer
•    Oversee the operations of the service network in CEE, focusing on enhancing the performance and quality standards of Authorized Service Provider(s).
•    Drive market initiatives to enhance consumer engagement and elevate the overall consumer experience while maintaining cost efficiency.
•    Act as the Voice of the Consumer, promoting insights and knowledge sharing across all areas of the business.
•    Monitor and manage all operational and after-sales-related costs to ensure budget adherence and efficiency.
•    Coordinate service and claims handling, aligning trade and consumer relationship activities with Sales Leadership in the market
•    Plan and implement local and regional consumer care projects, ensuring alignment with broader business objectives.

The skills and knowledge you’ll bring:

•    Minimum 10 years’ experience in Consumer Care, Service operations, Supply chain or CRM functions and minimum 3 years as a functional leader.
•    Knowledge in consumer engagement and operations, digital marketing and/or supply chain, management of teams, and voice-of-consumers.
•    Strong business acumen with the ability to connect consumer experience to business outcomes; hands-on with metrics/financials, able to evaluate ROI and build clear business cases.
•    Proven team leadership experience, including managing team performance, coaching and growing people  
•    IT-savvy, able to assess business and operational processes and translate them into clear requirements; effective at partnering with global IT teams to align on processes and delivery.
•    Experience in consumer electronics, manufacturing or retail is a plus
•    Fluent in English is a must and a regional local language preferred

What we’ll give you in return:

•   Competitive base salary | benchmarked against global industry and market leaders
•   Performance-based Annual Incentive Program | rewarding those who dare and achieve more
•   Hybrid working model | effectively combining working from the office & home, depending on team dynamics and personal needs
•   Working from abroad | for up to 24 days per year, supporting our many international colleagues as well as travel enthusiasts
•   Extensive holiday package | up to 10 additional days of holiday based on tenure in the company
•   Company Car or Car allowance
•   Medical Health Insurance | with our partner Medicover
•   Product Discounts | on all Versuni products which are sold under the Philips brand and our other brands
•   High growth environment | offering exciting learning and career development perspectives beyond your first role
•   Inclusive working culture | we embrace our international community & diversity as competitive advantage
•   Meal vouchers
•   Bookster subscription
•   Flexible benefits budget in Benefit platform
•   Other benefits

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?

#LI-Hybrid #LI-KK