CX & Omnichannel Operations Supervisor

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 root-cause analysis & continuous improvement, transforming customer feedback, ticket trends, and operational friction into cross-functional corrective action to make pet parents and their pets happy. Focusing on External Partner Governance & SLA Management, Voice of Customer Analytics (NPS & e-satisfaction), Omnichannel Process Supervision (including Store Pick-up & express delivery workflows), and Logistics/Warehouse SLA Alignment, you will act as the strategic engine connecting various internal departments across our markets.

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• 5+ years of experience in Customer Experience (CX) Supervision, Process Improvement, Call Center Operations, or Omnichannel Retail (experience managing third-party/external call centers is highly desired).

• Proven track record in root-cause analysis methodologies (e.g., 5 Whys, Fishbone analysis, Lean/Six Sigma principles) and leading cross-functional corrective action plans across IT, Logistics, and Retail.

• Direct experience with e-satisfaction, NPS platforms, and survey tools (creating, deploying, and analyzing survey flows).

• Strong understanding of e-com order flows, ERP/WMS integrations, courier management, and platform ecosystems (Magento knowledge is a plus).

• Familiarity with Click & Collect, store fulfillment workflows, and cross-channel customer loyalty expectations.

• Data-driven mindset with the ability to translate raw survey data and operational metrics into commercial recommendations and C-Level reporting.

• Exceptional problem-solving skills, stakeholder management, commercial acumen, and resilience under pressure.

• Fluent in Greek and English (written and verbal).