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Head of Customer Experience and Operations

hace 2 meses

Madrid, Madrid, España Gelato A tiempo completo

About Gelato

Gelato is a leading provider of on-demand customized products, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our mission is to revolutionize the way customized products are produced, with a focus on sustainability and local production.

Job Overview and Purpose of the Role

The ideal candidate for this role is a seasoned leader with experience in managing customer service teams and driving business growth. Key responsibilities include:

  • Develop and Execute Strategies: Formulate and implement customer service strategies that align with business goals and enhance the customer experience.
  • Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers.
  • Customer Obsession and Communication: Foster exceptional focus on customer satisfaction and clear communication with multiple stakeholders.
  • Adaptability and Operational Efficiency: Thrive in a dynamic environment, driving improvements in customer experience while managing operational costs.
  • Ownership and Accountability: Take full ownership of customer service P&L, operational targets, and contracts related to customer service.

Key Requirements

  • Experience in leading customer service teams and driving business growth.
  • Strong leadership and management skills, with the ability to recruit, train, and manage global teams.
  • Exceptional communication and customer service skills, with a focus on customer satisfaction.
  • Ability to thrive in a dynamic environment and drive improvements in customer experience.
  • Proficiency with CRM tools like Intercom and Zendesk.