attica department stores is currently in search of a Head of Customer Service for our central offices in Athens, to lead our customer service team, balance operational efficiency with empathy, and drive continuous improvement!

About Attica: Attica is the leading fashion & beauty destination in Greece, a one-stop-shop for designer brands in Athens and Thessaloniki. With the flagship store housed in City Link, an historical building near Syntagma Square in the center of Athens, and two more stores in Maroussi (northern suburbs of Athens), as well as two in Thessaloniki (one at Tsimiski street in the center of the city and one within the Mediterranean Cosmos Shopping Center), attica offers complete sections of women’s, men’s and children’s fashionwear, footwear, beauty and accessories, along with a wide range of excellent, personalized services.

Role Purpose: The Head of Customer Service will be responsible for delivering a seamless customer experience across all channels (Physical Stores & E-commerce Platform) , ensuring compliance with Greek and EU consumer regulations while supporting business growth and brand loyalty. Additionally, this role will manage an internal team of approximately 5 people and an external team of around 20 individuals.

Key Accountabilities:

• Develop and execute customer service strategy, based on best practices for the Department Store/Retail industry.
• Lead and develop teams across stores and digital channels in Greece.
• Promote a strong customer-first culture.
• Ensure consistent service across physical stores and e-shop.
• Optimize customer journeys considering Greek consumer behavior.
• Collaborate with retail and e-commerce teams.
• Oversee store service desks, call center, and online support.
• Track KPIs such as CSAT, NPS, and response times.
• Manage staffing and seasonal demand (e.g., holidays, sales periods).
• Analyze feedback from Greek customers.
• Improve processes and policies accordingly.
• Define the strategy around the appropriate CRM and service platforms.
• Support digital transformation (chatbots, self-service tools).
• Ensure compliance with Greek consumer law and EU directives.
• Handle escalations and sensitive cases.
• Train teams in service excellence and local customer expectations.
• Work with Marketing, Logistics, and Merchandising teams locally.
• Work with DPO and other departments to ensure GDPR compliance and manage relevant documentation.

Skills Required:

• Bachelor’s degree (Master’s preferred).
• 8–12 years relevant experience with a retail/ e-commerce background.
• Experience in technology solutions enabling Customer Service efficiency, including CRM platforms, Contact Center/Helpdesk and AI & Automation tools.
• Knowledge of Greek consumer law.
• KPIs & Performance Metrics; Monitor and drive performance across key customer experience indicators, including CSAT, NPS, and CES.
• Ensure timely and effective customer support by optimizing response and resolution times.
• Oversee complaint handling efficiency, ensuring fast, fair, and compliant resolution of customer issues.
• Foster high levels of team engagement and performance, aligned with service excellence standards.

What we offer:

• Competitive compensation package.
• Modern and pleasant working environment.
• Induction to company policies, procedures, and culture.
• Structured onboarding program.
• Continuous training and professional development opportunities.
• Exclusive employee discounts at attica department stores.
• Additional privileged discounts at partner businesses (e.g., cafés, pastry shops, wellness services, etc.)
• Participation in well-being events and initiatives.
• Opportunity to actively contribute to the CSR team and internal community projects.

Next Steps:

If you are excited about working in a high-growth international environment, with a variety of long-term perspectives, then apply to this job posting! Along with an attractive remuneration package, including fringe benefits, you will also cooperate with motivated & skilled colleagues in an open company culture.