Consumer Care Lead (CEE)

TL;DR

Consumer Care Lead (CEE): Leading the consumer care strategy and operations across the Central Eastern Europe region with an accent on contact center management, service network coordination, and post-purchase experience. Focus on driving operational efficiency, managing cross-functional teams, and acting as the voice of the consumer to enhance engagement and business outcomes.

Location: Must be based in Bucharest, Romania or Warsaw, Poland (Hybrid model).

Company

hirify.global is a global company dedicated to turning houses into homes through innovative home appliances, including brands like Philips.

What you will do

• Develop and execute consumer engagement and service operations strategies across all touchpoints.
• Manage and grow a team of consumer care specialists across the CEE region.
• Oversee the performance and quality standards of the authorized service provider network.
• Coordinate with global teams to deliver a seamless end-to-end post-purchase experience.
• Monitor operational costs and ensure budget adherence while driving efficiency.
• Promote consumer insights and knowledge sharing across the business.

Requirements

• Minimum 10 years of experience in Consumer Care, Service operations, Supply chain, or CRM.
• Minimum 3 years of functional leadership experience.
• Strong business acumen with experience in managing metrics, ROI, and business cases.
• Fluent in English is a must; regional local language is preferred.
• Ability to translate operational processes into clear IT requirements.
• Experience in consumer electronics, manufacturing, or retail is a plus.

Culture & Benefits

• Competitive base salary with performance-based annual incentive program.
• Hybrid working model with flexibility between office and home.
• Working from abroad policy for up to 24 days per year.
• Extensive holiday package with additional days based on tenure.
• Medical health insurance and flexible benefits budget.
• Product discounts on hirify.global and Philips brands.