Performance Optimisation Manager

hace 2 meses


Barcelona, España Dentsu A tiempo completo

.The Performance Optimisation Manager will be responsible for leading efforts to design and optimize integrated workflows, review and enhance operational processes, and oversee continuous improvement initiatives. This role involves working closely with cross-functional teams to ensure that every aspect of the customer journey is efficient, effective, and aligned with our business objectives. The ideal candidate will have a deep understanding of process optimization, customer experience, and performance management, with a passion for driving excellence and innovation. About the Company We are a fast-growing subscription-based start-up with a vision to achieve rapid global scale and digital maturity. We are dedicated to delivering innovative solutions that drive customer engagement and operational excellence. About the Role The Performance Optimisation Manager will be responsible for leading efforts to design and optimize integrated workflows, review and enhance operational processes, and oversee continuous improvement initiatives. This position reports into our Managed Service Director. Key Responsibilities: Integrated Workflow Design: Develop, implement, and optimize integrated workflows across various functions, ensuring seamless operations and alignment with strategic goals.Collaborate with cross-functional teams to design workflows that enhance operational efficiency and improve the customer experience.Use data-driven analysis and process mapping to identify bottlenecks, redundancies, and areas for improvement in existing workflows. Operational Process Review: Conduct comprehensive reviews of existing operational processes to ensure they are efficient, scalable, and aligned with business objectives.Identify and eliminate inefficiencies, gaps, and inconsistencies in processes, leveraging automation and best practices where appropriate.Develop and maintain documentation of operational processes, workflows, and standard operating procedures (SOPs). Customer Journey Analysis: Map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement.Work closely with customer-facing teams to understand customer needs and use this insight to inform process improvements.Implement strategies to improve KPIs related to customer satisfaction, retention, and engagement. Continuous Improvement Oversight: Develop and lead a continuous improvement program focused on enhancing processes and customer journeys.Establish performance metrics and benchmarks to measure the effectiveness of improvement initiatives. Performance Tracking and Reporting: Monitor and analyze performance data, including operational KPIs and customer satisfaction scores.Develop and deliver regular reports and presentations to senior management on performance optimization efforts. Stakeholder Engagement and Collaboration: Act as a liaison between different departments, fostering collaboration on performance optimization goals



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