Group Customer Care Lead
Dr. Max is the leading pharmacy chain in Europe. In every country where we are active, Dr. Max is dedicated to improving the level of health care available by guaranteeing access to a broad assortment of medicines and pharmacy services. Our pharmacies are currently present in 6 countries with great expansion plans for the near future. As the Group Customer Care Lead, you will be part of the Group Customer Experience team and responsible for defining and improving the Customer Care operating model across Dr. Max. Your mission is to help us make Customer Care one of the key strengths of our brand - the way we communicate with customers, solve their needs and handle difficult situations should be a clear reflection of Dr. Max quality and trust.You will help markets manage customer contacts in a more consistent, efficient and measurable way across voice, email and digital channels. You will work closely with local Customer Care teams, IT, CRM, E-commerce & Supply chain.
Required education: Secondary/University degree
Required languages: Native Czech/Slovak, English (advanced)
Employment form: Full-time work
- Define and maintain Group standards for Customer Care processes, case handling, ownership, escalation and resolution
- Help define how we communicate with customers across markets, ensuring clear, professional, empathetic and consistent communication
- Support markets in setting up clear rules for voice, email, chat, reviews and other customer contact channels
- Own the Group approach to case categories, case types, statuses, priorities and SLA logic
- Define and monitor key Customer Care KPIs such as contact volume, service level, abandonment rate, first contact resolution, average handling time, resolution time, CSAT and post-interaction NPS
- Work with IT and business teams on Customer Care tools, including Service Cloud, telephony, reporting, automation and AI support
- At least 5 years of experience in Customer Care, Contact Center Operations, CX Operations or Service Management
- Min. 2 years of experience in a leadership role
- Strong understanding of customer service processes, case management, SLAs, escalation flows and operational KPIs
- Ability to simplify complex processes and translate them into practical standards for markets and agents
- Ability to use data and reporting to identify issues, root causes and improvement opportunities
- Experience with Salesforce Service Cloud, Genesys or similar Customer Care platforms is an advantage
- Native Czech/Slovak and advanced level of English
- Working for the largest pharma retail company in Europe with great expansion plans
- A company with a meaningful purpose, an outstanding customer value proposition within an industry offering a resilient, non-cyclical growth pattern
- Global-level job within group headquarters with a group-wide impact
- Space for professional growth within a growing organization
- Attractive financial compensation (salary and yearly bonus)
- Flexible working hours, possibility of 1 day/week home office
- 5 weeks of holidays, discount in Dr. Max pharmacies, meal allowance, Multisport card fully covered by employer, public transport contribution, sabbatical leave, pension insurance contribution, referral bonus etc.
If you are interested in this opportunity, please send your CV to groupHR@drmax.eu
Dr. Max Group is a European pharmaceutical concern owned by Penta, an investment group established in 1994, operating primarily in the countries of Central and Eastern Europe. Their offices are located in Prague, Bratislava, Warsaw, and Limassol. The business areas of Penta Investments include long-term investing in healthcare, financial services, retail, manufacturing, media and real estate development. The companies of Penta’s portfolio employ more than 43,000 people, with more than 22,000 professionals working in healthcare. The group’s assets value reached €14 billion in 2022.