CE Online Customer Service and Capabilty Manager

Tesco operates in Hungary since 1995 and its head office is located in Budaörs. The company has built the country's biggest retail chain by running more than 200 stores all over Hungary.
More than 800 colleagues work together in our head office in Budaörs. We cooperate in 3 countries structure with the Czech and Slovakian teams on a daily basis to offer the best to our customers.

We know life looks a little different for each of us. That's why at Tesco, we always welcome chats about different flexible working options. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support. You will spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely.

Please note that the position is fixed term!

WHAT THE JOB IS ABOUT:

• Lead and continuously refine CE Online customer-facing processes, ensuring a seamless, efficient, and customer-centric operation.
• Design and execute a comprehensive training and capability roadmap for in-store colleagues, fostering skill development, engagement, and contribution to operational KPIs.
• Champion the development of innovative learning solutions that enhance customer experience and satisfaction while supporting long-term business performance.
• Collaborate with the Customer & Colleague Engagement Centre to drive process innovation, embed new projects, and deliver continuous improvement across the customer journey.
• Ensure a robust training regime is in place across stores to maintain the highest standards of colleague safety and legal compliance, including ongoing refreshers and compliance checks aligned with business strategies.
• Accurately forecast and manage budgets, delivering high-impact solutions with a cost-conscious mindset.
• Provide regular, data-driven updates to key stakeholders and the leadership team, highlighting performance trends, opportunities, and risk mitigation strategies in Online service delivery.
• Ownership of optimizing the customer experience and improving the Perfect Order (PO) index.
• Lead or consult on the creation and optimisation of customer service processes in Dotcom stores, ensuring readiness and excellence in execution.
• Continuously analyse customer-related KPIs and provide actionable recommendations to local teams to drive improvement and enhance customer satisfaction.

WHAT YOU WILL NEED:

• Min. 1-2 years of relevant professional experience
• Advanced English proficiency (C1)
• Experience in a retail environment and in training, people partnering or project management
• Strong customer focus, empathy and collaboration skills
• Resilience and ability to work in a fast-paced environment
• Good planning, organisational and analytical skills
• Excellent communication and facilitation skills
• Confident user of MS Office tools

WHY YOU WILL LIKE WORKING WITH US:

• FLEXIBILITY- The times of punishments for coming 5 minutes late are gone. Here you can come and leave as you please - we are flexible. We have flexible home office policy as well!
• CAREER AND PERSONAL GROWTH- Do you crave new and exciting challenges that could help you fall out of stereotypes? Our dynamic environment of a large multinational company fulfils your needs to explore the world of many opportunities and your own self. Career progression, personal and professional development - once you try it, you will not want to stop.
• COLLECTIVE- Working here does not revolve just around work. We love having fun and a good laugh. In Tesco you will not have just duties, but also friends. That is why many times a year we organize events on both company and team level.
• HEALTHY LIFESTYLE- It doesn't matter whether you like releasing endorphins while relaxing or working out. In the benefit scheme Cafeteria you can choose how to take care of yourself. Fruit in the workplace will support healthier eating, workshops and seminars will spice up your workdays.
• AND THOSE USUAL BITS AND PIECES- You can look forward to a laptop, cell phone for personal use, 15% discount on shopping at Tesco, yearly bonus, health insurance and much more….

Does it sound interesting to you?
APPLY NOW, it's time for your move!

Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we're committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require.