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Head Of Client Experience
hace 3 meses
.Puesto : Head of Client Experience.Ubicación : Madrid, España. Presencial. Viajes puntuales.Nivel de experiencia requerida : es indispensable contar con experiencia creando o gestionando procesos de Atención al Cliente en los que la prioridad absoluta sea que el cliente tenga una experiencia excepcional. Es indispensable contar con experiencia gestionando equipos de Atención al Cliente.Sobre REVEL :Hace unos años creamos REVEL con el objetivo de hacer que la experiencia de tener coche fuera mejor para los millones de particulares que disponen de un coche. Para nosotros, eso pasa por crear el mejor Renting para Particulares, con un proceso de contratación y experiencia posterior excepcionales apoyándonos en tecnología. Buscamos la selección de vehículos más relevante y la ofrecemos en un paquete con todos los servicios incluidos a nuestros clientes, para que disfruten de la mejor manera de tener coche.Somos una empresa que está creciendo muy rápidamente y donde las posibilidades de crecimiento a nivel laboral y personal son muy altas.Descripción general del puesto : estamos buscando una persona con experiencia gestionando procesos y equipos de Atención al Cliente en los que la prioridad absoluta sea que el cliente tenga una experiencia excepcional. Como "Head of Client Experience" serás la figura con la responsabilidad directa y los poderes necesarios dentro de la compañía para asegurar que todas nuestras interacciones con los clientes proporcionen una experiencia considerablemente mejor que cualquier otra alternativa en el sector.Buscamos a una persona capaz de identificar en qué áreas podemos ser más efectivos y dar una mejor experiencia al cliente usando tecnología y métodos alternativos a los tradicionales. Por último, esta persona debe tener el deseo de crear y gestionar un equipo y unos procesos en base a su conocimiento. Además, tiene que querer el reto de ser el dueño de esta área de negocio tan importante.Como Head of Client Experience, reportarás a nuestro VP de Operaciones y tendrás exposición diaria al COO. Trabajarás en diversos proyectos junto a VP de Operaciones, COO y CEO.Responsabilidades asociadas al puesto :Responsabilidad sobre todas las interacciones con nuestros clientes, así como sus implicaciones: impacto en experiencia de cliente y en retención de los mismos.Responsabilidad sobre la creación y gestión del equipo.Responsabilidad sobre la continua mejora del equipo, implementando procesos de monitorización y feedback recurrente para los miembros del equipo.Responsabilidad sobre la mejora de procesos, divididos en tres vertientes: creación de nuevos procesos dentro del equipo de Operaciones; continua medición y mejora de procesos existentes; trabajo con el resto deequipos de REVEL (y especialmente con el equipo de Tecnología) para la mejora y automatización de procesos.Responsabilidad sobre la correcta medición de KPIs y reporte de los mismos
