Global Customer Experience Director

hace 1 mes


Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completo

About EcoVadis
EcoVadis is a leading provider of business sustainability ratings. Our innovative solutions are backed by an international team of experts and cutting-edge technology. We analyze complex data and create customized sustainability scorecards that provide actionable insights into environmental, social, and ethical risks for businesses worldwide.

Why Work at EcoVadis?
We offer a unique opportunity to be part of the global sustainability revolution in business. Grow your career with us, work alongside extraordinary individuals, and feel valued for your contributions.

Job Summary:
EcoVadis seeks an experienced Global Customer Experience Director to oversee a support team of 50+ agents and 6 Team Leaders across various locations and time zones. This role requires expertise in customer service, strong communication, and leadership abilities, as well as experience managing support operations in a fast-paced B2B SaaS environment. The ideal candidate will excel in collaborating with technical teams and be committed to fostering continuous improvement. Key responsibilities include ensuring the effective daily operation of the team and leading strategic initiatives.

Daily Operations:
As Global Customer Experience Director, you will manage the day-to-day effectiveness of the support team, working closely with Team Leaders to ensure smooth operations. This includes hands-on leadership, recruiting, scheduling, performance reviews, driving accountability, mentoring, and coaching team members through regular one-on-one meetings to maintain high engagement and performance. You will also ensure exceptional inbound support across various channels (ticket, chat, phone), delivering a seamless customer experience. Additionally, you will administer Salesforce Service Cloud and VOIP systems.

Strategic Leadership:
You will develop and implement a global customer support strategy to align with company goals. A key role in the EcoVadis NPS program involves driving improvements through customer feedback and optimizing the customer experience. Collaboration with cross-functional teams, including Product, is essential to ensure customer feedback informs business decisions. Drive innovation and best practices, ensuring strategic objectives are translated into effective operational processes. Enhance the EcoVadis Help Center, improving content, design, and customer experience to boost satisfaction and conversion rates. Build business cases for new products and solutions, ensuring their successful delivery. Communicate company initiatives and results to the team, aligning operational goals with broader business objectives.

Estimated Salary:
Ranging from €80,000 to €110,000 per annum, depending on qualifications and experience. This salary estimate takes into account the requirements of the position, industry standards, and the cost of living in Germany. As a seasoned professional in the field, you can expect a competitive compensation package that reflects your skills and dedication.



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