Customer Care Manager

As Customer Care Manager for Business Unit Poland, you will be a part of a Core Team and lead a dedicated community committed to delivering an outstanding end-to-end customer experience — from order management and delivery to technical advisory and after-sales service.

In this role, you’ll help shape our service strategy, enhance processes, and drive digital transformation. By working closely with Sales, Marketing, and our European Distribution Center (EEDC), you’ll ensure every customer interaction reflects Somfy’s commitment to excellence, innovation, and partnership.

What you’ll do

• Lead and inspire the Customer Care organization (Customer Service, Technical Advisory, Technical Training, Aftersales Service).
• Align local Customer Care strategy with regional and Group priorities to deliver operational excellence in Poland.
• Ensure a seamless customer journey — from order management to after-sales — securing top-tier service quality and satisfaction.
• Collaborate closely with Sales, Marketing, and distribution center in Niepołomice to ensure readiness for campaigns, product launches, and promotions.
• Oversee digital tool implementation (CRM, ERP, service platforms) and process optimization.
• Lead aftersales, repair, and warranty operations while guiding technical advisory and training teams to ensure timely issue resolution and expert support for installers, partners, and end users.
• Partner with distribution center in Niepołomice to ensure smooth logistics execution and quick issue resolution.
• Manage budget, reporting, and compliance with Group standards and regulations (including GDPR).
• Coach and develop high-performing teams, fostering a culture of accountability, collaboration, and continuous learning.
• Lead or contribute to cross-functional projects enhancing customer satisfaction and operational efficiency.

Education & Experience

• University degree in Business, Management, Logistics, or a related field.
• Minimum 5 years of experience in Customer Service, Aftersales, or Technical Support within a B2B environment.
• Proven track record of boosting customer satisfaction, elevating service standards, and improving operational efficiency.
• Fluency in Polish and English.

Leadership & Collaboration

• Strong leadership background with 5+ years of experience managing teams, ideally multi-functional or customer-focused units.
• Ability to build trust, motivate teams, and cultivate a high-performance, customer-centric culture.
• Skilled in collaborating with international and cross-functional partners on strategic and structural projects.

Skills & Competencies

• Analytical mindset with the ability to draw insights from data, customer trends, and service performance indicators.
• Project management excellence — capable of driving complex initiatives from planning to successful execution.
• Exceptional communication skills — clear, engaging, and confident in writing, presenting, and storytelling.

Mindset & Values

• Proactive, accountable, and naturally takes initiative.
• Flexible and eager to learn in a fast-changing environment.
• Resilient, solution-oriented, and composed under pressure.
• Positive, optimistic, and able to build strong relationships across teams.
• Team-oriented and highly collaborative, with a strong ability to influence and connect across the organization.

Why Join SOMFY?

At SOMFY, we believe in creating value that goes beyond business. We invest in people, innovation, and sustainability – helping build smarter, healthier, and more energy-efficient buildings for everyone. When you join us, you’ll:

• Be part of a purpose-driven company with a long-term vision.
• Work in an international, collaborative, and forward-thinking environment.
• Contribute to meaningful projects that make a real difference in people’s lives and the planet’s future.

What we offer

• Competitive salary tailored to your experience, along with an annual performance-based bonus.
• Comprehensive benefits package, including private medical care, meal cards, and other well-being perks.
• Hybrid work model with 2 remote days each week.
• Opportunities for continuous development, career advancement, and personal growth.

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.