Group Customer Care Lead

Employer

Dr.Max

Introduction

Dr. Max is the leading pharmacy chain in Europe. In every country where we are active, Dr. Max is dedicated to improving the level of health care available by guaranteeing access to a broad assortment of medicines and pharmacy services. Our pharmacies are currently present in 6 countries with great expansion plans for the near future. As the Group Customer Care Lead, you will be part of the Group Customer Experience team and responsible for defining and improving the Customer Care operating model across Dr. Max. Your mission is to help us make Customer Care one of the key strengths of our brand - the way we communicate with customers, solve their needs and handle difficult situations should be a clear reflection of Dr. Max quality and trust.You will help markets manage customer contacts in a more consistent, efficient and measurable way across voice, email and digital channels. You will work closely with local Customer Care teams, IT, CRM, E-commerce & Supply chain.

Job offer

What will be your responsibilities?

Define and maintain Group standards for Customer Care processes, case handling, ownership, escalation and resolution
Help define how we communicate with customers across markets, ensuring clear, professional, empathetic and consistent communication
Support markets in setting up clear rules for voice, email, chat, reviews and other customer contact channels
Own the Group approach to case categories, case types, statuses, priorities and SLA logic
Define and monitor key Customer Care KPIs such as contact volume, service level, abandonment rate, first contact resolution, average handling time, resolution time, CSAT and post-interaction NPS
Work with IT and business teams on Customer Care tools, including Service Cloud, telephony, reporting, automation and AI support

What do we expect from you?

At least 5 years of experience in Customer Care, Contact Center Operations, CX Operations or Service Management
Min. 2 years of experience in a leadership role
Strong understanding of customer service processes, case management, SLAs, escalation flows and operational KPIs
Ability to simplify complex processes and translate them into practical standards for markets and agents
Ability to use data and reporting to identify issues, root causes and improvement opportunities
Experience with Salesforce Service Cloud, Genesys or similar Customer Care platforms is an advantage
Native Czech/Slovak and advanced level of English

What do we offer?

Working for the largest pharma retail company in Europe with great expansion plans
A company with a meaningful purpose, an outstanding customer value proposition within an industry offering a resilient, non-cyclical growth pattern
Global-level job within group headquarters with a group-wide impact
Space for professional growth within a growing organization
Attractive financial compensation (salary and yearly bonus)
Flexible working hours, possibility of 1 day/week home office
5 weeks of holidays, discount in Dr. Max pharmacies, meal allowance, Multisport card fully covered by employer, public transport contribution, sabbatical leave, pension insurance contribution, referral bonus etc.

About company

Dr.Max

Dr. Max je jedničkou na českém trhu a jednou z největších lékárenských skupin ve střední a východní Evropě. Provozujeme síť lékáren i e‑shop,... Read more

Benefits

Educational courses, training

Meal tickets / catering allowance

Holidays 5 weeks

Occasional work from home

Education allowance

Refreshments on workplace

Contribution to sport / culture / leisure

Cell phone

Bonuses

Transport allowance

Flexible start/end of working hours

Notebook

Contributions to the pension / life insurance

Discount on company products / services

Information about position

Employer

Dr.Max

Na Florenci 2116/15, Praha – Nové Město

Required education

Secondary education or professional training with a school-leaving exam

Required languages

Czech (Proficient), English (Intermediate)

Listed in

Administration, Marketing, Customer service

Employment form

Full-time work

Contract duration

Permanent

Employment contract

employment contract

Employer type

Employer

Apply Save offer

Contact details

Jitka Klimová

We will send you similar offers