Head of Customer Experience Manager
hace 1 mes
Job Description
At Mercell, we're revolutionizing public procurement to make it accessible and effortless for everyone involved. Our mission is to create a seamless collaboration environment between public buyers and visionary suppliers, making great deals easier and shaping the future.
We're looking for a talented Head of Customer Experience Manager to lead our team of Service Delivery Specialists across four countries, ensuring the successful implementation and integration of our SaaS solutions. This role involves driving process improvements, optimizing resource allocation, and ensuring financial control to streamline service delivery, enhance project management methodologies, and transition customers toward more self-service models while maintaining high standards of quality and customer satisfaction.
Key Responsibilities:
- Lead and develop a team of Service Delivery Specialists across four countries, ensuring high-quality service delivery and a customer-centric approach.
- Manage project budgets, ensure financial alignment with company goals, and provide detailed reporting on financial performance and resource utilization.
- Oversee project pipelines, allocate resources efficiently, and use data-driven insights for capacity planning and staffing adjustments.
- Continuously enhance project management processes, implement best practices, and ensure consistent, efficient delivery.
- Establish quality control measures, review outcomes regularly, and drive initiatives to improve both customer satisfaction and team performance.
The ideal candidate should have experience in leading teams, IT implementations, services, project management, and other one-off activities. Fluency in English and at least one additional language is required. Experience leading teams across multiple countries and a similar role in a PE-owned or larger company with complex needs is an added advantage.
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