cx & omnichannel operations supervisor
Sep 30, 2026 · PET CITY GROUP ΑΕΒΕ
What you'll do
- Identify recurring customer pain points, contact drivers, and operational failures
- Collaborate across departments to address systemic root causes
- Define and optimize SOPs across the customer journey
- Use customer experience data to support platform, warehouse, and retail workflow improvements
- Design and manage post-purchase and transactional customer surveys
- Monitor customer satisfaction across key journey touchpoints
- Track and report NPS and CSAT metrics to C-level stakeholders and commercial leads
- Translate customer feedback into actionable improvements for business teams
- Oversee external Customer Care and Call Center performance
- Monitor vendor KPIs and SLAs
- Conduct quality audits, ticket reviews, and agent training
- Handle escalations involving complex complaints, legal or regulatory issues, and high-value exceptions
- Monitor and resolve problematic e-commerce orders, stockouts, cancellations, and fulfillment delays
- Align daily operations with warehouse and courier partners
- Standardize customer notifications for order and inventory changes
- Oversee refunds, order adjustments, and returns
- Own workflows, store guidelines, and customer notification journeys for Store Pick-up and express delivery
- Coordinate with store managers to ensure fulfillment compliance and timely handovers
- Resolve store-to-e-commerce operational friction
- Train store personnel on omnichannel pickup protocols
Key requirements
- 5+ years' experience
- Customer Experience (CX) supervision, omnichannel retail operations, and external call center management
- Root-cause analysis, process improvement, and cross-functional corrective action planning
- NPS and CSAT measurement and survey management
- Vendor governance and SLA management
- E-commerce order fulfillment, ERP/WMS integrations, and courier management
- C-level reporting and Greek and English fluency
Benefits
- Competitive compensation package;
- opportunities to learn and grow;
- friendly and collaborative working environment;
- special prices and discounts on healthcare, well-being, and insurance packages;
- private health insurance;
- employee discounts on products and services.
About the job
As the CX & Omnichannel Operations Supervisor, you will lead the evolution of PET CITY Group’s customer experience model from a traditional support unit to an advanced, data-driven governance framework. Following the strategic transition of our frontline call center operations, you will own…
About the company
Pet City Group SA
Pet City Group is the leader in the pet retail market in Greece with over 35 years of presence. The Group consists of 800 employees, 97 stores, and 3 online shops. Our stores are stocked with 17.000 products, including top-of-the-line and exclusive brands. Pet City Group also offers a range of pet care services, including grooming and veterinarian care, as part of our mission to provide the best customer experience to the beloved pets and their parents. Our company is growing rapidly, and we are planning to expand our business further in the upcoming years.
Our driving force is our people!
At Pet City Group, employees are at the core of our business. We offer a friendly and collaborative working environment and we treat our people with love and respect as we want them to be happy and effective in their work.
Your professional and personal success is our commitment!
We embrace our employees’ learning and growth within Pet City Group through Pet City Academy, career development, and internal mobility opportunities.
We take care of our people!
We offer a competitive compensation package, as well as personnel discounts on our products and services. We also offer special prices and discounts on healthcare, well-being, and insurance packages for our employees and their family members through our network of partners.
Offer the best pet products and services!
We provide pet parents with a wide variety of products and services and we advise them on the best options based on their pets’ needs. Our main goal is to make pets and their parents happy!
Create a better world for pets and humans!
We want to inspire everyone to contribute in our efforts to create a better world for pets in Greece. Through our initiatives, such as #moving_together, #foreverhome, and #actpawsitive and in collaboration with pet NGOs in Greece, we want to raise awareness on animals’ protection, as well as actively help pets to find their #foreverhome.
About the company
Pet City Group SA
Pet City Group is the leader in the pet retail market in Greece with over 35 years of presence. The Group consists of 800 employees, 97 stores, and 3 online shops. Our stores are stocked with 17.000 products, including top-of-the-line and exclusive brands. Pet City Group also offers a range of pet care services, including grooming and veterinarian care, as part of our mission to provide the best customer experience to the beloved pets and their parents. Our company is growing rapidly, and we are planning to expand our business further in the upcoming years.
Our driving force is our people!
At Pet City Group, employees are at the core of our business. We offer a friendly and collaborative working environment and we treat our people with love and respect as we want them to be happy and effective in their work.
Your professional and personal success is our commitment!
We embrace our employees’ learning and growth within Pet City Group through Pet City Academy, career development, and internal mobility opportunities.
We take care of our people!
We offer a competitive compensation package, as well as personnel discounts on our products and services. We also offer special prices and discounts on healthcare, well-being, and insurance packages for our employees and their family members through our network of partners.
Offer the best pet products and services!
We provide pet parents with a wide variety of products and services and we advise them on the best options based on their pets’ needs. Our main goal is to make pets and their parents happy!
Create a better world for pets and humans!
We want to inspire everyone to contribute in our efforts to create a better world for pets in Greece. Through our initiatives, such as #moving_together, #foreverhome, and #actpawsitive and in collaboration with pet NGOs in Greece, we want to raise awareness on animals’ protection, as well as actively help pets to find their #foreverhome.