Head of Customer Experience

hace 15 horas

Barcelona, Barcelona, España Gelato A tiempo completo

About Gelato

Gelato is a leading provider of on-demand customized products, connecting world-class production facilities globally. Our innovative approach enables e-commerce entrepreneurs to sell their creativity worldwide, with a focus on local and sustainable production. By leveraging our software platform, we reduce waste and carbon emissions, while empowering entrepreneurs to grow and scale their businesses.

Job Overview and Purpose of the Role

The ideal candidate for this position is an experienced leader who can drive customer satisfaction and operational efficiency. As the Head of Customer Experience, you will lead internal and outsourced teams, leveraging critical thinking and data-driven strategic planning to enhance customer experience while maintaining lean operational costs.

Key Responsibilities

  • Leadership: Lead and structure direct team members and indirect outsourced partners, with experience in leading business reviews and collaborating with internal teams.
  • Customer Obsession & Communication: Focus on customer satisfaction and communicate effectively with multiple stakeholders.
  • Adaptability: Thrive in a dynamic, fast-paced environment with constant changes.
  • Operational Efficiency: Drive improvements in customer experience while managing operational costs.
  • Ownership & Accountability: Own the CS P&L, operational targets, and contracts related to Customer Service.
  • Staff Management: Expertise in staff forecasting, creating and implementing action plans, and managing large-scale procurement processes.
  • CRM Expertise: Proficiency with CRM tools like Intercom and Zendesk to optimize agent experience.
  • Customer Experience: Deep understanding of customer reviews, strategies for review collection, and implementing NPS to drive organizational change.
  • Develop and Execute Strategies: Formulate and implement customer service strategies that align with business goals and enhance the customer journey.
  • Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers.

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