Head of the Customer Care department in MULTIPLEX

Multiplex is not just the country's largest chain of cinemas, but a great team united by common values ​​and mission, love of cinema and responsibility to society. We work in Ukraine, for Ukraine, and together we build a future in which quality leisure, social responsibility and caring for people are not just words, but reality.

Why more than 450 employees chose Multiplex:

Official employment:

• registration from the first working day
• paid vacation and sick leave
• social guarantees

Work-life balance:

• hybrid work format for central office employees:
  • trainings for professional development
  • recognition program for employees
  • referral program

  Cinema culture:

  • monthly 6 free tickets for employees and their relatives

  Social responsibility:

  • support of the Armed Forces
  • charity initiatives
  • corporate volunteering

  Reservations:

  • we have mission critical status that allows our employees to receive reservations
    • Customer Care Strategy
      • Formation and implementation of a customer service strategy in accordance with the company's business goals
      • Development of service standards, policies of interaction with guests
      • Transition from "processing requests" to management of the complete Customer Journey
    • Management team
      • Building, developing and scaling the Customer Care team
      • Selection, adaptation, training and development of employees
      • Setting goals, regular evaluation of performance, development of leaders within the team
    • Quality of service and customer experience
      • Implementation of control systems and improvement of service quality
      • Analysis of customer feedback (complaints, reviews, surveys)
      • Identifying system problems and initiating changes in processes
    • Management of complex cases
      • Escalation and resolution of non-standard, conflict and reputation-sensitive situations
      • Development of scenarios and policies for working with complaints
      • Protection of the client's interests taking into account the company's business interests
    • Analytics and data management
      • Collection and analysis of Customer Care data (CSAT, NPS, FCR, ART, etc.)
      • Formation of insights to improve product, service and communications
      • Preparation of regular analytical reports for CMO and top management
    • Technology and automation
      • Implementation and development of CRM, ticket systems, chatbots, AI solutions
      • Automation of typical requests and optimization of customer flow
      • Evaluation of technology effectiveness and initiation of improvements
    • Cross-functional interaction
      • Close cooperation with marketing, operational block, IT, HR
      • Voice of the guest (VoC) transfer in product and service solutions
      • Participation in the formation of loyalty programs and CX-initiatives
    • Training and service culture
      • Formation of a customer-oriented culture in the company
      • Participation in the creation of training programs together with HR
      • Mentoring, development of staff service competencies

    We expect from you:

    • Experience of 3 years in a managerial position in Customer Care / Customer Support / CX
    • Higher education (marketing, economics, sociology, management or related fields)
    • Deep understanding of customer behavior and service principles
    • Experience of managing teams and service processes

     We are a team that values ​​our people We are a chain of cinemas working for the development of Ukraine We are a place where your work, ideas and aspirations for development will find real support
    
    Join the Multiplex team - this is where your success story begins!

    Dear candidate!
    If your experience is relevant to the vacancy - we will definitely contact you within a week. Otherwise, your resume will be saved to our database and, if a suitable vacancy appears, we will offer it to you for consideration.
    
    Multiplex adheres to the principles of equal opportunity and considers candidates according to their experience, motivation and ability to perform the essential functions of the position.
    
    See you at Multiplex!