Head of Customer Service in BSH Pobutova Tehnika, TOV

BSH   (Bosch Siemens  Hausgerate) is one of the world's leading companies and home appliance manufacturer in Europe. To be the first choice for consumers worldwide drives the company and its employees. BSH aspires to continuously improve quality of life at home with its outstanding brands, innovative, sustainable products and top-class digital solutions. Our main global brands Bosch and Siemens are well known all over the world.  

www.bosch-home.com.ua     

www.siemens-home.bsh-group.com/ua

Position: Head of Customer Service 

Location: Kyiv, Ukraine 

We are seeking a highly motivated, customer-oriented, and results-driven leader to fill the critical role of Head of Customer Service for BSH Ukraine. The successful candidate will be responsible for leading our customer service operations, driving profitable growth, optimizing processes, and ensuring exceptional customer satisfaction in a dynamic and challenging market environment. This role requires a strategic thinker with proven expertise in business performance improvement, first class service experience, operational excellence, and cross-functional team leadership.

Key Responsibilities:

• Develop and implement a comprehensive country-wide strategy for repairs, maintenance, spare part & accessory sales, and CS marketing, aligning with BSH's global objectives.
• Lead Consumer feedback process, evaluate, plan and execute the improvement actions accordingly.
• Oversee business planning, costs management, monitoring of investments, and key economic and functional KPIs.
• Lead and manage cross-functional coordination efforts with other departments: UA sales, marketing, logistics, finance, and external service partners to drive continuous improvements.
• Lead, motivate, and develop a high-performing team, fostering a culture of excellence and adherence to BSH values.
• Drive process optimization initiatives to enhance operational efficiency, reduce costs, and improve employee capacity utilization.

 Required Qualifications & Experience:

• Minimum of 3-5 years of proven leadership experience in Customer Service or a related business function, preferably within a multinational organization.
• Strong background in operational excellence, business partner management, strategic and economic planning, financial analysis, P&L management, and controlling.
• Exceptional leadership skills with the ability to motivate, develop, and manage diverse teams, even in turbulent times.
• Strong consumer focus, analytical, problem-solving, and decision-making capabilities.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with regional and HQ stakeholders.
• Fluency in Ukrainian and English is essential. 
• University degree in Engineering, Business, Economics, or a related field.
• Kyiv based

 What We Offer:

• A challenging and rewarding leadership role within a leading global home appliance company.
• The opportunity to make a significant impact on the strategic direction and profitable growth of BSH Ukraine.
• A dynamic work environment, that values continuous learning, commitment to excellence, and employee well-being.
• Permanent labor contract, benefits package, compensation level is a discussion topic with the appropriate candidates
• Hybrid working mode