CX & Omnichannel Operations Supervisor - ΑΘΗΝΑ - ΑΤΤΙΚΗ

Pet City Group is the leader in the pet retail market in Greece with over 35 years of presence. The Group consists of 800 employees, 100+ stores, 4 online shops, and a variety of over 15.000 products, including top-of-the-line and exclusive brands. Pet City Group also offers a range of pet care services, including grooming and veterinarian care, as part of our mission to provide the best customer experience to our beloved pets and their parents. We are currently looking for a CX & Omnichannel Operations Supervisor to join our pawsome e-Commerce Team! About the Role As the CX & Omnichannel Operations Supervisor, you will lead the evolution of PET CITY Group’s customer experience model from a traditional support unit to an advanced, data-driven governance framework. Following the strategic transition of our frontline call center operations, you will own root-cause analysis & continuous improvement, transforming customer feedback, ticket trends, and operational friction into cross-functional corrective action to make pet parents and their pets happy. Focusing on External Partner Governance & SLA Management, Voice of Customer Analytics (NPS & e-satisfaction), Omnichannel Process Supervision (including Store Pick-up & express delivery workflows), and Logistics/Warehouse SLA Alignment, you will act as the strategic engine connecting various internal departments across our markets.   Key Responsibilities Continuous Improvement, Root-Cause Analysis & Cross-Functional Alignment (Core Ownership). Identify and analyze recurring customer pain points, contact drivers and operational failures. Collaborate with various internal departments to address systemic root causes. Define and optimize SOPs across the customer journey and leverage customer experience data to support business cases for platform enhancements, warehouse operational shifts and retail workflow improvements. Voice of Customer, NPS & Survey Management. Design and manage post-purchase and transactional customer surveys across various channels, while monitoring e-satisfaction across key customer journey touchpoints. Track and report NPS and CSAT metrics to C-Level stakeholders and commercial leads, translating customer feedback into actionable improvements for E-Commerce Trading, Content, Tech and Warehouse teams. Externalized Contact Center & Vendor Governance. Oversee and supervise day-to-day Customer Care / Call Center performance managed by external partner CQS. Monitor vendor KPIs and Service Level Agreements (SLAs). Conduct regular Quality Assurance (QA) audits, ticket reviews, and agent training sessions to ensure alignment with PET CITY Group brand voice and service standards, while acting as the senior escalation point for complex customer complaints, legal/regulatory escalations and high-value exception cases. E-Commerce Order Fulfillment & Logistics Coordination. Monitor and resolve problematic e-commerce orders, stockouts, cancellations and fulfillment delays, maintaining daily operational alignment with the Central Warehouse and 3PL/courier logistics partners. Standardize customer notification workflows for order changes and inventory issues, and oversee the end-to-end process for refunds, order adjustments and returns. Omnichannel Operations & Customer Experience Agenda. Own operational workflows, store guidelines and customer notification journeys for Store Pick-up and express delivery initiatives. Coordinate with physical store managers to ensure fulfillment compliance, timely handovers and seamless pickup experiences, while resolving store-to-e-commerce operational friction and training store personnel on omnichannel pickup protocols.