Manager of operational processes in Silpo

Fozzy Group isa group of companies with an incredible history and many cool ideas. Our goal is to create a WOW experience and promote the cult of hospitality. We know what to surprise the most demanding Guest and how to add colors to everyday things. The heart of the Fozzy Group family is the supermarket chain "Silpo", with an e-com team, leading delivery projects from Silpo stores and helping to develop this direction with the help of communications and magical projects.

We are looking for a manager to help improve the Guest experience through effective work with operational processes. You will work on the business side and interact with the direction where the Hotline (HL) is located to improve communication and solve problem points in the service of Guests. 

What you will do:

• Analyze the requests of Guests and identify areas for service improvement. 

• Optimize operational processes related to GL communication. 

• Interact with teams within the company and in the Holding to implement changes. 

• Implement initiatives that improve the quality of service and reduce the number of appeals. 

• Implement and update standards of communication with Guests. 

• Work with service metrics and propose solutions for their improvement. 

 

• Understanding the principles of customer experience and service communications. 

• Analytical thinking: the ability to work with data, identify patterns, build hypotheses and test them. 

• Communication skills to effectively interact with business and HR teams. 

• Readiness for a dynamic environment and flexibility in problem-solving approaches. 

We offer:

• Working in a team that makes the service better. 

• Influence on processes and the ability to implement changes. 

• Support and openness to initiatives. 

• Competitive compensation and team development. 

• Official employment from the first working day; 

• Income to help focus on projects and personal development; 

• Professional growth — the opportunity to attend internal courses and access to the corporate library, a train full of challenges for every taste... we guarantee you this;

• Work environment: cozy office and co-working spaces; 

• 24 calendar days of paid vacation and health insurance; 

• Recreation - team building and various team activities to improve team collaboration. 

If you want to make the service for Guests even cooler - we will be glad to meet you!