Head of Customer Care – Square One

Square One cerca: Head of Customer Care. We are looking for: An experienced, commercially driven leader to own the full buyer journey at Square One, from…

Azienda: Square One · Modalità: in sede

We are looking for:
An experienced, commercially driven leader to own the full buyer journey at Square One, from SPA signing through schedule of finishes, personalisation upgrades, handover and the warranty period. You will lead the Customer Care team of interior design consultants and delivery coordination, grow upgrade (SASPA) revenue, and make sure every unit is handed over on time, complete and to a standard our buyers recommend.

What will you do:
• Team Leadership: Lead, coach and develop the Customer Care team; allocate unit portfolios across projects, set individual KPIs and run regular performance reviews.
• Upgrade Revenue: Own Customer Care upgrade revenue: set sales targets, shape upgrade bundles and pricing with Procurement and Design, and personally support or close key client proposals.
• Buyer Journey: Own the end-to-end client process from SPA completion to handover, making sure schedules of finishes are finalised within the target window on every project.
• Deliveries & Handovers: Oversee the delivery calendar across all projects so that units are handed over on the agreed date, with all SASPA items installed and no open major snags.
• Cross-Team Coordination: Act as Customer Care's senior point of contact with Project Management, Design, Technical, Procurement, Sales and Legal on feasibility, costs, timelines and client commitments.
• Vendors & Partners: Manage relationships with furniture, kitchen, appliance and installation vendors on quality, pricing and delivery performance.
• Escalations & Aftercare: Handle escalated complaints and sensitive client situations, and oversee snag closure and warranty-period support.
• Processes, Systems & Reporting: Own CC processes, the SQ1 Portal, CC Google Drive sheets and the CC dashboard; keep data accurate and report sales, delivery and satisfaction KPIs to management monthly.
• Client Feedback: Run the Upgrades and Deliveries satisfaction surveys and turn the feedback into improvements.

Must Have's:
• Industry Experience: Solid experience in a related industry, such as residential real estate development, construction, fit-out, property management, or kitchen/furniture/interiors sales.
• Management Experience: Proven experience leading and developing a team, setting targets and managing performance.
• Sales Track Record: Proven sales experience, ideally consultative or upselling to private clients, with a record of hitting revenue targets.
• Languages: Excellent English and Greek, written and spoken.
• Client Leadership: Confident handling senior clients, negotiations and escalations with professionalism and tact.
• Organisation: Able to run many units, vendors and deadlines across several projects at once, with strong data and reporting discipline.

Advantages:
• Interior Design Knowledge: Knowledge of interior design, materials, finishes and construction processes.
• Additional Languages: Russian or any other language.
• Developer Background: Customer care or after-sales leadership within a residential developer.

Who you are:
• Commercial Leader: Sees every client interaction as a chance to add value for the buyer and for Square One, and leads the team to do the same.
• People Developer: Sets clear expectations, gives direct feedback and builds a team that owns its results.
• Client Champion: Protects the buyer experience and is trusted by clients when things go wrong.
• Ownership & Pace: Takes full responsibility for outcomes and moves fast in a scaling, entrepreneurial company.
• Data-Driven: Manages by numbers, spots issues early on the dashboard and acts on them.
• Calm Under Pressure: Stays composed through deadlines, delays and difficult conversations.

Compensation as per experience and expectation
What's in it for you:
• Competitive package: Salary tailored to your experience and expectations.
• Rewarded for impact: An annual bonus tied directly to your performance and KPIs.
• Wellbeing covered: Sports and fitness membership to help you stay at your best.
• Homes that matter: Shape the buyer experience across a varied pipeline of high-profile projects.
• Grow with us: Real ownership and a clear path to progress in an entrepreneurial team that's scaling fast.