Customer Service Director
Budapest, Budapest, Hungary
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Budapest, Budapest, Hungary
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- Sep 7, 2026
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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.
Our Offer:
- Strong career support in an international environment
- Great culture and colleagues
- Multifarious benefit program (annual bonus, cafeteria, company car)