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

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.

Receive competitive compensation and equity ownership in Perk
Rest and recharge with our generous allocation of vacation days plus public holidays
Take control of your physical health with your choice of private healthcare or a gym allowance
Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
Join our unforgettable Perk events, including our spectacular annual summer party
Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
Make your money go further with our flexible compensation plan
Focus on your family with 17 weeks’ paid parental leave during your child’s first year
Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
Broaden your horizons with up to 20 "Work from Anywhere" days per year
Nurture your language skills with in real-life English, Spanish and Catalan lessons
Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
Let us help you move to one of our hubs with relocation support

Director of Customer Care Operations

Key skills