Deputy Customer Services (CX) Leader

Joybuy; Greater London; On-site; GBP 90,000 - 135,000; Full time

Job summary

Joybuy is seeking a Deputy Customer Service (CX) Leader to partner with the Customer Service Director and drive a pan-European CX strategy across active European e-commerce markets. You will translate objectives into scalable, localized operations, leading multilingual teams and aligning with central leadership.

You will deploy generative AI tools, ensure GDPR compliance, and optimize omnichannel CRM while managing cross-border vendor partners and delivering KPIs like CSAT and NPS.

Qualifications

• Proven senior leadership in fast-paced B2C e-commerce or digital marketplace.
• Extensive experience managing multi-country customer operations across Europe for scale teams.
• Strong hands-on experience sourcing, onboarding, auditing external multilingual contact centres.
• Advanced proficiency with modern CRM platforms and AI-driven routing.
• Expert ability to analyze complex support metrics and translate into executive-level decisions.
• Deep understanding of GDPR and EU cross-border consumer rights.
• Exceptional ability to lead distributed teams through high-volume seasonal peaks and fast tech migrations.
• Fluency in professional English; proficiency in a second major European language highly preferred.

Responsibilities

• Support Customer Service Director in designing/executing unified pan-European CX strategy aligned with rapid e-commerce growth.
• Lead blueprinting and deployment of localized support frameworks for new EU territories.
• Champion integration of generative AI, chatbots, self-service portals to scale ops and reduce tier-1 tickets.
• Optimize omnichannel CRM platforms across localized plateform, marketplaces, social channels.
• Source, negotiate, onboard, and audit multilingual BPO partners; manage seasonal peaks.
• Lead, mentor, and develop distributed multi-country team of support managers and agents; foster high-performance culture.
• Own and improve core operational KPIs: CSAT, NPS, FCR, SLA compliance.
• Translate support data into actionable insights for Product, Marketing, Logistics to reduce friction and improve CX.
• Ensure cross-border operational compliance with GDPR, EU consumer rights, return rights, etc.
• Deputize for Customer Service Director as needed; represent customer service in executive/cross-functional forums.
• Drive change management for tech migrations, process improvements, scalability.

Skills

Strategic leadership

Multi-country operations

Customer service leadership

Data-driven decision making

Change management

Executive stakeholder management

Fluent English

Tools

CRM platforms

AI routing tools

E-commerce software

Contact center auditing tools

Job description

As Deputy Customer Service (CX) Leader, you will be the second-in-command for customer service across all active European e-commerce markets. Partnering closely with the Customer Service Director, you will help shape and execute a unified customer experience strategy, translating corporate objectives into scalable, localized operations. You will act as a bridge between country teams and central leadership, lead multilingual teams, drive deployment of generative AI support tools, and ensure full compliance with EU consumer laws, including GDPR and cross-border consumer rights.

What you will do:

• Support Customer Service Director in designing/executing unified pan-European CX strategy aligned with rapid e-commerce growth.
• Lead blueprinting and deployment of localized support frameworks for new EU territories.
• Champion integration of generative AI, chatbots, self-service portals to scale ops and reduce tier-1 tickets.
• Optimize omnichannel CRM platforms across localized plateform, marketplaces, social channels.
• Source, negotiate, onboard, and audit multilingual BPO partners; manage seasonal peaks.
• Lead, mentor, and develop distributed multi-country team of support managers and agents; foster high-performance culture.
• Own and improve core operational KPIs: CSAT, NPS, FCR, SLA compliance.
• Translate support data into actionable insights for Product, Marketing, Logistics to reduce friction and improve CX.
• Ensure cross-border operational compliance with GDPR, EU consumer rights, return rights, etc.
• Deputize for Customer Service Director as needed; represent customer service in executive/cross-functional forums.
• Drive change management for tech migrations, process improvements, scalability.

Qualification:

• Proven senior leadership in fast-paced B2C e-commerce or digital marketplace.
• Extensive experience managing multi-country customer operations across Europe for scale teams.
• Strong hands-on experience sourcing, onboarding, auditing external multilingual contact centres.
• Advanced proficiency with modern CRM platforms, AI-driven routing, e-commerce software.
• Expert ability to analyze complex support metrics and translate into executive-level strategic decisions.
• Deep understanding of EU compliance: GDPR, cross-border consumer return rights.
• Exceptional ability to lead distributed teams through high-volume seasonal peaks and fast tech migrations.
• Fluency in professional English; proficiency in second major European language highly preferred.