Business:  MacGregor
Job Function:  Service

Gdansk, PL

Customer Experience Team Leader

Purpose of the position


Responsible for leading, supporting, coaching and motivating a customer experience team to deliver an industry leading customer experience for our customers. Working closely with the Sales Director and Customer Experience Director, responsible for ensuring the team is equipped with all the knowledge, skills, tools and direction they need to be able to achieve the goals of the company and delight our customers. Build strong working relationships with our sales colleagues and internal colleagues to ensure that not only are the day to day needs of our customers are met, but also working closely with other team leaders globally to strive for continuous improvement so we are as efficient and customer centric as we can be.

First escalation point for any customer complaints or issues that need to be raised within the team and responsible for supporting the team and liaising with colleagues across the business, escalating where needed to ensure prompt resolution for our customers. 

Main tasks and responsibilities


  • Lead, mentor and coach the team to ensure that customer needs are met and exceeded.
  • Monitor daily set KPI’s and support team to ensure the team is meeting and preferably exceeding against set KPI’s. 

  • Implement a support plan for any team member not meeting KPI’s or quality of work needed to support our customers. 

  • Liaising with key colleagues to ensure everything is in place and any challenges overcome to guarantee we deliver within set lead time and customer requests are handled promptly.

  • Have in depth knowledge of customers, understand their needs and have strong knowledge of the business, products and processes. 

  • Be the voice of the customer, working with CXD, focussed on continuous improvement not just within Customer Experience but the wider business, to ensure our processes and way of working are as efficient and customer centric as they can be.

  • Be the first point of escalation and proactively think outside the box and work to find solutions to ensure deliveries are made on time and customers needs are met and escalate if needed.

  • Processing and resolving Customer Complaints, working with colleagues to find root cause and preventative measures. 

  • Complete monthly one to one’s, coaching sessions with the team to ensure they have the skills, knowledge and motivation to be the best they can.

  • Working to constantly challenge and develop the team to ensure they are always working to their potential and encouraging progression.

  • Review customer feedback and ensure feedback is shared in weekly huddles and work for continuous improvement escalating to the outer loop. 

What you’ll need to succeed


  • Degree educated or equivalent through relevant experience

  • Leadership, motivational, coaching skills

  • Fluent in English, written and spoken

  • Computer skills: MS office basics, G-suite and ERP system (SAP), Salesforce knowledge is an asset

  • Team player, interpersonal skills

  • Customer focussed and problem solver

  • Professional and structured

  • Desirable qualities: patience, empathy, accuracy, accountability, enthusiasm

  • Organised, efficient with strong time management skills

  • Self-motivated and proactive

  • Strong product, business, market and customer knowledge

  • Highly effective and clear communicator with active listening skills

  • Compliant attitude towards safety and controls

  • Ability to work in a fast-changing environment 

  • 4 to 6 Team Leader years experience managing a team

What we offer

  • Working with specialists in an international environment

  • Annual training budget and development program

  • Comfortable workplace and friendly atmosphere

  • Medicover Healthcare package

  • Worksmile cafeteria system

  • UNIQA Life Insurance 

  • Hybrid working system

  • Co-financing parking

  • Office 5 minutes from SKM train station

Interested to join?


Please submit your CV.