cx & omnichannel operations supervisor
30 Σεπ 2026 · PET CITY GROUP ΑΕΒΕ
Τι θα κάνεις
- Εντοπίζεις και αναλύεις επαναλαμβανόμενα προβλήματα πελατών και λειτουργικές αστοχίες.
- Σχεδιάζεις και βελτιστοποιείς διαδικασίες σε όλη τη διαδρομή του πελάτη.
- Συνεργάζεσαι με εσωτερικά τμήματα για την αντιμετώπιση βασικών αιτιών.
- Σχεδιάζεις και διαχειρίζεσαι έρευνες ικανοποίησης μετά την αγορά και συναλλακτικές έρευνες.
- Παρακολουθείς και αναφέρεις δείκτες NPS και CSAT σε ανώτερα στελέχη.
- Εποπτεύεις την καθημερινή απόδοση εξωτερικού Customer Care / Call Center.
- Παρακολουθείς KPI και SLA εξωτερικού συνεργάτη και διενεργείς ελέγχους ποιότητας.
- Διαχειρίζεσαι προβληματικές παραγγελίες e-commerce, ελλείψεις, ακυρώσεις και καθυστερήσεις.
- Συντονίζεσαι με την αποθήκη και συνεργάτες courier για την επίλυση λειτουργικών θεμάτων.
- Εποπτεύεις τις διαδικασίες Store Pick-up και express delivery.
- Συντονίζεσαι με διευθυντές καταστημάτων για την ορθή εκτέλεση και τις έγκαιρες παραδόσεις.
Βασικές προϋποθέσεις
- 5+ χρόνια εμπειρίας
- Εποπτεία Customer Experience (CX), βελτιστοποίηση διαδικασιών και ανάλυση βασικών αιτιών
- Σχεδιασμός διορθωτικών ενεργειών μεταξύ τμημάτων
- Μέτρηση NPS και CSAT και διαχείριση ερευνών
- Διαχείριση εξωτερικού call center, Vendor governance και διαχείριση SLA
- Εκτέλεση παραγγελιών e-commerce, Integrations ERP/WMS και διαχείριση courier
- Omnichannel retail operations, reporting προς C-level στελέχη και άριστη γνώση Ελληνικών και Αγγλικών
Παροχές
- Ανταγωνιστικό πακέτο αποδοχών·
- ευκαιρίες μάθησης και επαγγελματικής ανάπτυξης·
- φιλικό και συνεργατικό εργασιακό περιβάλλον·
- ειδικές τιμές και εκπτώσεις σε πακέτα υγείας, ευεξίας και ασφάλισης·
- ιδιωτική ασφάλιση υγείας·
- εκπτώσεις εργαζομένων σε προϊόντα και υπηρεσίες.
Περιγραφή Θέσης
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…
Περιγραφή Εταιρείας
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.
Περιγραφή Εταιρείας
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.