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Head of Customer Experience

hace 2 meses

Barcelona, Barcelona, España Gelato A tiempo completo

About Gelato

Gelato is a leading provider of on-demand production of customized items, connecting world-class production facilities across the globe. Our mission is to change the way customized products are produced, making it smarter, faster, and greener.

Job Overview and Purpose of the Role

The ideal Head of Customer Experience is a seasoned leader who can drive customer satisfaction and operational efficiency. This role requires a strong leader who can lead internal and outsourced teams, with a range of skills including critical thinking, data-driven strategic planning, customer focus, time management, and prioritization.

Key Responsibilities

  • Develop and Execute Strategies: Formulate and implement customer service strategies that align with business goals and enhance the customer journey.
  • Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers.
  • Operational Efficiency: Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.
  • Customer Experience Enhancement: Continuously improve customer experience, handle escalations promptly, and resolve issues efficiently.
  • Technology Implementation: Oversee the implementation and management of customer service technologies, including CRM tools like Intercom and Zendesk.
  • Collaboration and Communication: Work with other departments for an integrated customer service approach and educate external partners on Gelato tools.
  • Performance Monitoring: Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.
  • Brand Image and NPS Culture: Enhance the brand image on public forums, implement NPS best practices, and develop strategies for reviews and social proof to showcase a customer-centric brand.

Day-to-Day Tasks

  • Design and optimize support workflows.
  • Manage time effectively and conduct data analysis to identify recurring issues impacting customer satisfaction.
  • Oversee the implementation of new support channels and resolve escalations promptly.
  • Participate in forecasting, budgeting, and managing budgets for process improvements.
  • Build and maintain vendor relationships and manage high-profile incidents.
  • Escalate widespread issues and advocate for customer needs in meetings and forums.
  • Implement social proof strategies and Net Promoter Score (NPS) initiatives.
  • Present findings and recommendations to senior-level executives and leverage customer feedback to drive enhancements.

Qualifications

  • Minimum of 4 years in leadership roles within customer service or direct customer-related fields.
  • E-commerce experience is a plus.
  • Experience in the technology industry and crisis management, including C-Suite communication.
  • Demonstrated success in leading teams and supervisors, with strategic thinking and cross-functional collaboration skills.
  • Bachelor's degree or equivalent experience.
  • Proven experience with offshore and remote contact center operations.
  • COPC is a plus.
  • Solid understanding of OSV contracts, negotiation principles, and financial accounting.
  • Strong client-facing communication skills and proficiency with customer service software and tools.
  • Ability to interpret complex business information and perform data analysis.
  • Excellent problem-solving, advanced troubleshooting, and multi-tasking abilities.
  • Self-starter capable of driving results without direct oversight.
  • Expertise in enhancing customer experience, including social proof strategies and Net Promoter Score (NPS) implementation.
  • Experience with CRM tools like Intercom, Zendesk, or similar platforms.
  • Knowledge of AI and automation in customer service processes.
  • Ability to oversee support system incidents and high-profile escalations.
  • Ability to travel when required.