Global Blue is a reputable multinational company, a leader in a tax-free business worldwide. Along with its dynamic international operations, they are actively developing regional markets and enabling its merchants and agents to grow business together. For this reason, they are looking for proactive and goal-oriented professional for the position of

Area Manager Refund Operation

For our client, Global Blue

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  • setting up refund operations in the area comprising currently Serbia, Croatia, Slovenia, Bosnia & Herzegovina, North Macedonia, and Moldova
  • collaborating and coordinating external and internal partners and stakeholders in the Area to achieve smooth and efficient refund operation
  • strategically position Global Blue as the premium Tax-Free business partner, being involved in the negotiation process
  • responsible for rollout of new Agent Refund Points, (communication with Refund Agent, personal Refund Agent staff training)
  • ensure optimal performance, presence of the refund points to guarantee an excellent traveller service
  • establish excellent relationship with the operation departments of Customs Authorities to reduce fraud and to respect potential legal changes
  • leadership of direct reports (hiring, training, performance evaluation)
  • monthly KPI review, and initiate the necessary measures (training, controlling tools, improving communication tools)
  • prepare and deliver reports and procedures


  • 5 years’ experience as an Operation Manager in Customer Service support preferably in the financial, POS payment, consulting, IT sales services, preferably in a multinational organization
  • leadership experience (e.g., call centre, admin, and/or shared service centre)
  • fluent English, while other languages (e.g., Croatian, Slovenian, etc.) are additional asset
  • willingness to travel in the area (ca. 20%-30% with overnight) and a clean driving license
  • strong knowledge of MS Office tools (Word, Excel, PowerPoint)


  • hands-on,” can do attitude”
  • dedicated to service and customer satisfaction
  • strong process-driven approach and ability to design and implement solutions to Clients and refund partners
  • intercultural skills in line with the neighboring countries
  • deep understanding of local legislations and personal network with Financial/Customs Authorities is additional asset
  • clean criminal record

Our client is offering the opportunity to further accelerate your professional career within a leading multinational tax refunding company as well as strong personal and professional development support.

If you are hungry for result and personal affirmation, please send us your CV in English, with full confidentiality.


HILL International, Beograd, Ruzveltova 45, tel/fax: +381 11 3294 500


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