Job Description

Director, Customer Care

The Director, Customer Care is responsible for leading and developing the Customer Care function in Poland as well as across Central & Eastern Europe to ensure exceptional service quality, operational excellence, and strong customer relationships.

This role oversees end-to-end service operations, supports commercial activities, and drives continuous improvement initiatives aligned with business objectives. The function also contributes to strategic development by translating customer and market needs into new service offerings and business opportunities.

Key Responsibilities

• Customer Care & Service Excellence: Develop and optimize the processes to ensure efficient operations and a seamless, high-quality customer experience. Monitor KPIs and drive continuous improvement.
• Customer & Partner Relationships: Collaborate closely with sales teams, support commercial activities, and build strong relationships with customers and partners to drive loyalty and growth. Leverage customer insights to improve services.
• Claims & Complaints Management: Oversee customer cases, claims, and complaints, ensuring timely and customer-centric resolution while implementing root cause analysis to prevent recurrence.
• Leadership & Team Development: Lead, coach, and develop the team by setting clear expectations and fostering a culture of accountability, collaboration, and continuous learning.
• Strategy & Business Development: Contribute to strategic planning, develop customer care roadmaps, and support business development initiatives aligned with market needs and organizational objectives.
• Offering & Marketing Support: Support the development of service offerings and contribute to marketing and sales materials that clearly communicate customer value propositions.
• Global Collaboration Work closely with global teams to align standards and best practices, participate in cross-functional initiatives, and support process harmonization across regions.

This position reports to Vice President, Customer Care Europe and Americas.

Location: Sosnowiec Poland (hybrid). Other locations may be considered.

Requirements

• Proven experience in customer care, service operations, or related leadership roles.
• Strong understanding of customer experience principles, KPIs, and process optimization.
• Experience working in a global or multinational environment with the ability to collaborate effectively across cultures and functions.
• Demonstrated ability to lead teams and drive organizational development and change.
• Excellent communication and cross-functional collaboration skills.
• Strong analytical and problem-solving capabilities.
• Fluent in Polish and English; additional language skills are considered an advantage.
• Experience in the energy industry is considered an asset.

Powering a decarbonized world for everyone

Sumitomo SHI FW (SFW) has been providing innovative and environmentally sound energy solutions to our customers for over 100 years. Our mission is to enable the energy transition to a carbon-free future through decarbonization, decentralization and digitalization.

Our solutions expand from the world-leading circulating fluidized bed (CFB) technology to long-duration energy storage, waste-to-energy, waste-to-value, carbon capture and services for the global power and industrial markets. Through co-creation, partnerships, and ecosystem collaboration SFW aim to accelerate the speed of decarbonization and create more value to our customers.

We are global energy experts with more than 1800 talented staff, across multiple locations, covering the globe from North America through Europe to Asia.

For more information, please visit: https://www.shi-fw.com/