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Head of Customer Experience
hace 2 meses
Job Summary
We are seeking a highly skilled and experienced Head of Customer Experience to lead our customer service operations and drive significant improvements in our digital transformation. As a key member of our team, you will be responsible for optimizing customer service channels through new technologies and incorporating artificial intelligence (AI) tools to enhance efficiency and customer satisfaction.
Key Responsibilities:
- Lead and manage customer service operations, ensuring high quality and efficiency.
- Develop and maintain strategic relationships with key suppliers, ensuring service level agreements (SLAs) are met and exceeded.
- Identify, evaluate, and implement proposals for the digital transformation of customer service.
- Optimize customer service channels by incorporating new technologies and digital tools.
- Implement and manage AI tools to enhance operational efficiency and customer experience.
- Coordinate with various departments to ensure the alignment of digital transformation goals with business strategies.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and ensure goal achievement.
- Supervise and train the customer service team on the use of new technologies and service practices.
- Stay updated on trends and best practices in digital transformation and customer service.
Requirements:
- Bachelor's degree in Business Administration, Engineering, Information Technology, or a related field.
- Minimum of 5 years of experience in vendor and customer service management, preferably in the acquiring and payment processing sector.
- Proven experience in digital transformation projects, including the implementation of new technologies and AI tools.
- Deep understanding of current practices and trends in customer service and digital transformation.
- Ability to manage multiple projects simultaneously and work under pressure.
- Excellent communication skills and ability to work as part of a team.
- Results-oriented with a proactive approach to problem-solving.
- Advanced proficiency in both spoken and written English.
What We Offer:
- Competitive salary package, up to 50,000€ + bonus.
- Career path and continuous development.
