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Head of Customer Experience and Operations
hace 2 meses
About Gelato
Gelato is a leading e-commerce platform that connects entrepreneurs with a global network of production facilities. Our mission is to revolutionize the way customized products are produced on-demand, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we can reach more than 5 billion people in 72 hours with customized products in a smarter, faster, and greener way.
Job Overview and Purpose of the Role
The ideal candidate for this role is an experienced leader who can drive customer satisfaction and operational efficiency. As the Head of Customer Experience and Operations, you will lead internal and outsourced teams, leveraging critical thinking and data-driven strategic planning to enhance customer experience while maintaining lean operational costs.
- Leadership: Lead and structure direct team members and indirect outsourced partners, driving business reviews and holding service providers accountable.
- Customer Obsession & Communication: Focus on customer satisfaction and clear communication with multiple stakeholders, ensuring exceptional customer experience.
- Adaptability: Thrive in a dynamic, fast-paced environment with constant changes, adapting quickly to new challenges.
- Operational Efficiency: Drive improvements in customer experience while managing operational costs, ensuring high efficiency and lean operations.
- Ownership & Accountability: Take full ownership of CS P&L, operational targets, and contracts related to Customer Service, driving business growth and customer satisfaction.
- Staff Management: Expertise in staff forecasting, creating and implementing action plans, and managing large-scale procurement processes, ensuring effective team management.
- CRM Expertise: Proficiency with CRM tools like Intercom and Zendesk to optimize agent experience, driving customer engagement and satisfaction.
- Customer Experience: Deep understanding of customer reviews, strategies for review collection, and implementing NPS to drive organizational change, enhancing customer experience.
- Develop and Execute Strategies: Formulate and implement customer service strategies that align with business goals and enhance the customer journey, driving business growth and customer satisfaction.
- Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers, ensuring effective team management and customer satisfaction.
