Senior Consumer Care Specialist - service network center ( F/M/NB)

About the role:

Are you passionate about creating exceptional consumer experiences and driving meaningful changes across diverse markets?
As a Senior Consumer Care Specialist, you’ll be part of a dynamic team dedicated to delivering outstanding after-sales service for Philips Home Living products across Central and Eastern Europe. You’ll play a key role in shaping and ensuring consistency in how consumers interact with our brand, ensuring every touchpoint reflects our commitment to quality and care. This is a unique opportunity to make a real impact in a fast-paced, consumer-focused environment.

The impact you’ll make:

• Develop and lead strategies and tactical plans for all operational and consumer engagement activities across all touchpoints, including call centers, social media, retailers, service networks, and the website.
• Drive market initiatives to enhance consumer engagement and elevate the overall consumer experience while maintaining cost efficiency.
• Act as the Voice of the Consumer, promoting insights and knowledge sharing across all areas of the business.
• Oversee the operations of the service network, focusing on enhancing the performance and quality standards of Authorized Service Providers.
• Take ownership of key performance indicators (KPIs) for Poland and Baltics Countries
• Monitor and manage all operational and after-sales-related costs to ensure budget adherence and efficiency.
• Coordinate service and claims handling processes, aligning trade and consumer relationship activities with Sales and Consumer Care leadership.
• Plan and implement local Consumer Care projects, ensuring alignment with broader business objectives.

The skills and knowledge you’ll bring:

• Minimum of 5 years’ experience in service network management field gained ideally within consumer electronics industry
• Fluency in English and advanced proficiency in Polish (both written and spoken) are essential.
• Familiarity with CRM platforms, invoicing systems, and SAP is considered a plus.
• Strong problem-solving skills.
• Proactive and entrepreneurial mindset.
• Holding SEP qualifications and having experience working with electrical equipment is a plus.
• Knowledge of any additional Eastern European language is a plus.
• Based in Warsaw area, willingness to come to the office 2-3 days a week

What we’ll give you in return:

• Base salary and Annual Incentive Program | performance based
• Hybrid working model | effectively combining working from the office & home, depending on team dynamics and personal needs
• Working from abroad | for up to 24 days per year, supporting our many international colleagues as well as travel enthusiasts
• Extensive holiday package | up to 10 additional days of holiday based on tenure in the company
• Medical Health Insurance | with our partner Medicover
• Insurance | possibility to sign up for NNW insurance
• Gym Membership Discount | to support your focus on health and wellbeing
• Product Discounts | on all Versuni products which are sold under the Philips brand and our other brands
• High growth environment | offering exciting learning and career development perspectives beyond your first role
• Inclusive working culture | we embrace our international community & diversity as competitive advantage

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?

At Versuni, we believe transparency builds trust. Our compensation structure is designed to be clear, competitive, and grounded in objective criteria - primarily your experience, skills, and qualifications. At Versuni all candidates will be given equal opportunity without any discrimination. In addition, incentives and benefits are regulated according to internal policies, and may apply depending on the position.
To support informed decisions, we will provide to selected candidates’ comprehensive details on pay ranges, compensation policies, and key benefits values ahead of the final stage, ensuring sufficient time for consideration.

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