Head of Customer Operations & Retention - Europe

MRJ Recruitment Limited; København; On-site; DKK 120,000 - 180,000; Full time

Job summary

MRJ Recruitment Limited partners with a leading international eCommerce marketplace to appoint Head of Customer Operations & Retention, responsible for leading and transforming customer operations across the Nordic and Central European markets.

You will build a high‑performance, multi‑market service function, drive customer experience, retention and continuous improvement, and shape how services are delivered.

Qualifications

• Significant experience leading customer operations, service delivery or large-scale operational teams.
• Proven track record of improving customer experience, operational performance, productivity and retention.
• Strong commercial acumen, balancing customer outcomes, operational efficiency and cost.
• Experience managing performance through data, KPIs and operational insights.
• Track record of transformation, process improvement and change.

Responsibilities

• Lead customer service and retention operations across multiple European markets with consistent standards and accountability.
• Own KPIs, service levels, productivity, efficiency and customer satisfaction.
• Drive excellence in high-volume, multichannel service environments (phone, email, digital).
• Develop and implement resource planning to balance quality, experience and cost.
• Champion transformation, process optimisation and adoption of new technologies.
• Lead change programmes across markets and build high-performing regional teams.
• Coach managers and provide visible, hands-on leadership.

Skills

People leadership

Operational leadership

Data-driven decision making

Customer experience

Tools

Automation tools

Digital tools

Job description

MRJ Recruitment Limited partners with a leading international eCommerce marketplace to appoint Head of Customer Operations & Retention, responsible for leading and transforming customer operations across the Nordic and Central European markets.

You will build a high‑performance, multi‑market service function, drive customer experience, retention and continuous improvement, and shape how services are delivered.