Consumer CareAfter-Sales Manager – Poland & Baltics (Hybrid)

Do you care about how customers experience a product even after the purchase

Are you comfortable working with retail partners service providers and internal teams to resolve complex service topics

Would you like to take ownership of consumer care operations across Poland and the Baltic markets

Then this opportunity might be the right fit for you.

About the Role

As Consumer Care Manager you will act as the voice of the customer translating insights from service cases into actions that improve product and service experience.

The role focuses primarily on B2B cooperation with retail partners service providers and internal teams ensuring smooth after-sales processes and strong service performance across the region.

You will take full ownership of consumer care operations across Poland and the Baltic countries acting as the key point of contact for service-related topics including warranty policies escalations service performance and quality monitoring.

While most of the work involves supporting dealers service partners and internal stakeholders you may also handle selected consumer escalations or sensitive service cases helping ensure a fair and effective resolution.

As this role covers multiple markets we are looking for someone who is self-motivated proactive and comfortable working independently taking responsibility for driving improvements and resolving complex situations.

Because the role involves handling complaints and escalations a resilient solution-oriented and positive mindset is essential.

The role is based in Warsaw with a hybrid working model combining office collaboration with the flexibility of remote work.

This role may be a great fit if you have experience in:

After-sales or service management in consumer electronics
Managing service partners or repair networks
Supporting retail partners or distributors with warranty and service processes
Handling service escalations in a B2B environment

What we offer

• The company car for work use and with the possibility for private use up to 8000km per year

• Luxmed package

• Multisport card or 4 cinema tickets per month

• 4 sick days per year

• Holiday allowance (on the condition that the employee takes 14 calendar days of vacation in a row)

What you will do

• Support retail partners service providers and occasionally consumers in resolving complex service cases

• Act as the primary service contact for retail partners regarding after-sales topics

• Manage dealer and consumer escalations while balancing customer satisfaction trade relationships and operational costs

• Provide expertise to the country team on service policies including warranty returns concessions and service scenarios

• Analyze product performance returns and repair activity to identify trends and improvement opportunities

• Provide insights on product mix changes new product launches and market developments impacting service operations

• Co-develop and implement consumer care policies processes and new service scenarios in cooperation with the Global Consumer Care team

• Support the development and performance management of the country service network including partner evaluation and corrective actions

• Participate in identifying and onboarding new service partners when needed

• Supervise and support call center operations to ensure alignment with local business requirements

• Monitor and actively contribute to achieving financial and operational targets related to service and quality special NPS and support achieving turnaround time and financial targets including repair rates field call rates and exchanges

• Collaborate closely with sales teams and other internal stakeholders to achieve maximum business synergy across functions

What you bring

Must-have

• Bachelors degree in electronics business marketing economics or a related field or equivalent experience

• At least 3 years of experience in consumer care after-sales service or service operations in an international company

• Experience working with retail partners distributors or service networks in a B2B environment

• Strong sense of ownership and accountability with the ability to manage topics independently across multiple markets

• Excellent communication and stakeholder management skills

• Fluent English and Polish written and spoken

• Strong Excel and general PC skills

• Ability to analyze data and translate insights into operational improvements

• Resilience and a positive mindset when handling escalations and complex service situations

• Based in Warsaw

• Willingness to travel depending on business needs within Poland (approximately every month) and to the Baltic countries (approximately quarterly)

Nice to have

• Degree in electronics business marketing or related fields

• Experience in after-sales service within the consumer electronics industry

• Technical background or experience in technical service management

• Knowledge of any Baltic language