Overview (English) We are seeking a forward-thinking Global B2C Customer Care Strategy Lead to help lead the evolution of our customer care operations across English-speaking markets. As part of our global transformation efforts, this role will focus on building scalable service strategies, standardizing processes, and optimizing performance across regions. This is a strategic, hands-on role designed to strengthen operational alignment and elevate the customer experience. You’ll work with global vendors and internal teams to define service requirements, improve customer touchpoints, and implement consistent standards that support long-term success. Responsibilities (English) Global Service Strategy Development:Contribute to the design and execution of customer care strategies that align with business objectives and customer expectations. Performance Monitoring:Track and evaluate KPIs across supported markets, using insights to drive service improvements and reduce customer effort. Vendor Coordination: Collaborate with global service partners to ensure consistent, high-quality service aligned with internal goals. Process & System Optimization: Support the development of standardized workflows, service requirements, and scalable procedures across markets. Knowledge Management: Oversee or contribute to the maintenance of internal service content to support accurate, efficient customer interactions. Customer Experience Initiatives: Identify opportunities to enhance customer satisfaction and reduce attrition in key markets through targeted improvements. Working Hybrid (with flexibility to work U.S. hours) Qualifications (English) Minimum of 3–5 years’ experience in a customer service management role, or in product or operations management with a strong foundation in customer service. Demonstrated ability to lead or support cross-functional initiatives. Strong analytical skills with the ability to interpret data and present clear, actionable recommendations. Experience working with customer support platforms (e.g., Zendesk, Salesforce Service Cloud), e-commerce platforms (e.g. Shopify), and ERP systems (e.g. Oracle, Netsuite). Excellent communication skills and the ability to influence across different functions and levels. Preferred Skills Experience supporting multiple regions or markets, ideally in a global or matrixed environment. Project management certification or methodology training (bonus points if you are a wizard at process mapping, decision trees, gantts, and customer journey mapping) Understanding of continuous improvement frameworks like Lean or Six Sigma. Experience leveraging AI-driven tools (e.g., chatbots, agent assist, sentiment analysis) to enhance service quality, vendor performance, and operational efficiency. Additional languages a plus