Customer Service Manager

Responsibilities:

• Managing the customer service budget, including oversight of margin and EBIT, supporting sales, budgeting, and promoting customer growth through revenue generation and new services.
• Reviewing expenses and monitoring budgets to ensure financial alignment.
• Acting as a consultant for clients and services, assisting with the development of service descriptions, and supporting marketing efforts.
• Collaborating regularly with the CEO for reporting, updates, and information sharing.
• Engaging cross-functionally with peers in other departments to promote cooperation and achieve shared goals.
• Communicating key financial outcomes, goals, and performance indicators to direct reports.
• Facilitating knowledge sharing and best practices across departments, maintaining regular updates, and encouraging daily collaboration.
• Serving as an internal ambassador for strategic initiatives, fostering high employee engagement, and sharing the organization’s vision.
• Ensuring departmental efficiency by balancing team staffing, promoting diversity, and fostering an inclusive workplace.
• Converting broad organizational strategies into clear team goals, aligning the team’s priorities to meet objectives.
• Providing mentorship to direct reports, including managers and supervisors, with delegated responsibilities as needed.
• Conducting performance reviews with teams, assisting in career development, and creating tailored growth paths for each team member.
• Leading talent identification and development processes within the team or function.
• Driving innovation by developing methods and tools to enhance service impact and generating creative solutions.
• Strengthening brand communication across all channels—from web presence to external relations.

Requirements:

• Work Experience: Minimum of 5 years in Service Delivery Management, Key Account Management, or Customer Service Management.
• Fluency in German and English.
• Solid understanding of Managed Services, service levels, and contract management.
• Strong communication and interpersonal skills, capable of building relationships across internal and external stakeholders.
• Experience in resource planning and skill in managing customer escalations in demanding situations.
• Team management experience.
• A problem-solving mindset and proactive "can-do" attitude.

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 Offer:

• Hybrid work arrangement (3 days in the office).
• A full-time position.
• Stable employment with flexible contract options (employment contract or B2B).
• Centrally located office in Warsaw
• A dynamic, ambitious environment with continuous learning opportunities through new client projects.
• Benefits including private medical care, a Multisport Card,