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Customer Experience Director
hace 2 meses
**Job Summary**
The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:
- Developing and executing engagement strategies to drive business growth across 3 markets.
- Building, leading, and developing a high-performing team of customer experience professionals, ensuring each team member's professional growth and development.
- Collaborating with cross-functional teams, including Product, Marketing, and Sales, to ensure seamless coordination and communication.
- Driving customer satisfaction and loyalty through data-driven insights and actions, aiming to improve the Customer NPS and deliver exceptional service to clients.
- Supporting clients in alignment with the Support Lead, ensuring their needs are met and exceeded.
**Requirements**
To be successful in this role, you will need:
- At least 4 years of experience in customer care or customer service, with a minimum of 2 years in a leadership position, such as leading a Customer Service team.
- Previous experience in a startup environment is highly valued.
- A proven track record of successfully managing, coaching, and developing a team.
- Data-driven skills, with experience in customer service software (e.g., Intercom) and CRM tools (e.g., Hubspot).
- A structured mindset with attention to detail, always looking to optimize processes and team efficiency.
- A customer-obsessed mindset, with the ability to thrive in a fast-paced and evolving environment.
- Strong analytical and problem-solving skills, with a data-driven approach.
- Excellent stakeholder management skills and the ability to perform under pressure.
- Excellent verbal and written communication skills in English.
**What We Offer**
As a member of the Impulsyn team, you will have the opportunity to work on a disruptive project that helps entrepreneurs and small businesses focus on what they love. You will also have opportunities for growth and professional development, and you will learn from all areas of the business. Additionally, you will be part of a startup that is growing internationally, where you can influence various teams and help shape the strategy of tomorrow.
