The Head of Customer Service will be responsible for delivering a seamless customer experience across all channels (Physical Stores & E-commerce Platform) , ensuring compliance with Greek and EU consumer regulations while supporting business growth and brand loyalty. Additionally, this role will manage an internal team of approximately 5 people and an external team of around 20 individuals.

Key Accountabilities:

• Develop and execute customer service strategy, based on best practices for the Department Store/Retail industry.

• Lead and develop teams across stores and digital channels in Greece.

• Promote a strong customer-first culture.

• Ensure consistent service across physical stores and e-shop.

• Optimize customer journeys considering Greek consumer behavior.

• Collaborate with retail and e-commerce teams.

• Oversee store service desks, call center, and online support.

• Track KPIs such as CSAT, NPS, and response times.

• Manage staffing and seasonal demand (e.g., holidays, sales periods).

• Analyze feedback from Greek customers.

• Improve processes and policies accordingly.

• Define the strategy around the appropriate CRM and service platforms.

• Support digital transformation (chatbots, self-service tools).

• Ensure compliance with Greek consumer law and EU directives.

• Handle escalations and sensitive cases.

• Train teams in service excellence and local customer expectations.

• Work with Marketing, Logistics, and Merchandising teams locally.

• Work with DPO and other departments to ensure GDPR compliance and manage relevant documentation.

Skills Required:

• Bachelor’s degree (Master’s preferred).

• 8–12 years relevant experience with a retail/ e-commerce background.

• Experience in technology solutions enabling Customer Service efficiency, including CRM platforms, Contact Center/Helpdesk and AI & Automation tools.

• Knowledge of Greek consumer law.

• KPIs & Performance Metrics; Monitor and drive performance across key customer experience indicators, including CSAT, NPS, and CES.

• Ensure timely and effective customer support by optimizing response and resolution times.

• Oversee complaint handling efficiency, ensuring fast, fair, and compliant resolution of customer issues.

• Foster high levels of team engagement and performance, aligned with service excellence standards.

What we offer:

• Competitive compensation package.

• Modern and pleasant working environment.

• Induction to company policies, procedures, and culture.

• Structured onboarding program.

• Continuous training and professional development opportunities.

• Exclusive employee discounts at attica department stores.

• Additional privileged discounts at partner businesses (e.g., cafés, pastry shops, wellness services, etc.)

• Participation in well-being events and initiatives.

• Opportunity to actively contribute to the CSR team and internal community projects.