Aktualizováno před 14 hodinami (přidáno před 2 týdny)
Senior Customer Care & Implementation Lead
Plat neuveden
Firma:
CWS Česká republika s.r.o.(zaměstnavatel)
Místo pracoviště:
Do Čertous 2620/11, Praha - Horní Počernice
Ukázat mapu
Pracovní poměr:
práce na plný úvazek
Smluvní vztah:
pracovní smlouva (na dobu neurčitou)
Vzdělání:
bakalářské
Jazyky:čeština (výborná) a angličtina (pokročilá)
Zařazení:
administrativní pracovník, pracovník back office, referent, pracovník front office, pracovník help desku, pracovník reklamačního oddělení, administrativa, zákaznický servis
Co říká CWS Česká republika s.r.o. o pozici
We at CWS have one goal: We want to contribute to a healthier and safer future. And around 10,600 employees in 16 countries work enthusiastically towards this goal every day. Our aim is to set new standards. As an integrated system provider, we provide innovative, sustainable and digital rental solutions for more health, safety and protection in the areas of hygiene, mats, workwear, fire protection, clean rooms and health and care.
Key Responsibilities
System Implementation & Project Leadership
Lead end-to-end implementation projects of new CRM/ERP systems (e.g., Salesforce, MS Dynamics, ABS) and process automation tools within the Customer Care area.
Manage project timelines, deliverables, and stakeholder communication to ensure successful rollout and adoption.
Collaborate with IT, Sales, Logistics, and Finance teams to align system functionality with business needs.
Identify opportunities for system improvements and process standardization across countries and departments.
Develop and document new workflows, procedures, and user guidelines to ensure smooth transition and effective use of new tools.
Customer Care Excellence
Oversee complex customer interactions and ensure high-quality service delivery through optimized processes and tools.
Support regional and global teams in achieving operational excellence through data-driven insights, reporting, and process improvement.
Proactively identify systemic issues or recurring challenges and lead initiatives to resolve them sustainably.
Ensure compliance and consistency of customer data and contractual documentation across multiple systems.
Support the standardization and harmonization of procedures to enhance efficiency and transparency.
Cross-Functional Collaboration
Act as a key liaison between the Customer Care function and other business units (Sales, Service, Logistics, Finance, IT).
Ensure alignment between operational teams and system development teams to improve workflow efficiency and customer satisfaction.
Lead or contribute to cross-departmental projects, ensuring seamless execution and clear accountability structures.
Skills and Qualifications
Essential
Minimum 5–7 years of experience in customer operations, system implementation, or project management within an international or corporate environment.
Proven experience in leading or managing system implementation projects (CRM/ERP/automation platforms).
Strong project management and stakeholder coordination skills, including planning, execution, and reporting.
Excellent communication and interpersonal skills, with ability to work cross-functionally and manage competing priorities.
Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Outlook).
Structured, analytical, and solutions-oriented mindset with high attention to detail.
Desirable
Hands-on experience with Salesforce, Microsoft Dynamics, or ABS.
Experience in change management and user adoption strategies.
Project management certification (e.g., Prince2, PMP, Agile) is a plus.
Personal Profile
Strategic thinker with strong execution skills and a “can-do” attitude.
Comfortable working in a matrix organization and leading without direct authority.
Driven by improvement, innovation, and efficiency.
Capable of balancing strategic planning with operational follow-through.
Pošlete odpověď na pozici Senior Customer Care & Implementation Lead
For the purpose of the selection procedure for this position, CWS Česká republika s.r.o., Business ID: 63673185, V Pískovně 2058, Kralupy nad Vltavou, as the controller, shall process the data you provided (or publicly obtained) in accordance with the General Data Protection Regulation (EU) 2016/679. The controller will assign the data processing to Alma Career Czechia s.r.o., ID No. 264 41 381, which will do so using its electronic systems.
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By replying to this advertisement, you provide the controller with your personal data for the purposes and the duration of the selection procedure. In connection with processing your data, you have the respective right (i) to access the data, (ii) to rectify inaccurate or to complete incomplete data, (iii) to delete the data if it is no longer needed for the purposes for which it has been collected or processed, or if it has been collected illegally, (iv) to limit the data processing in special cases, (v) to transfer the data, (vi) to object to the data processing which will therefore be terminated, unless there are serious legitimate grounds for processing which outweigh your interests, rights, and freedoms, especially if the reason is an enforcement of legal claims, and (vii) to contact The Office for Personal Data Protection and (viii) withdraw consent where the processing is based on consent.
Further information on data processing by Alma Career Czechia s.r.o., Menclova 2538/2, 180 00 Praha 8, ID No. 264 41 381, is available at https://almacareer.com/gdpr.
