R-068 Head Of Customer Experience
hace 3 días
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 innovative approach enables fast, sustainable, and local production, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we reach a vast audience in 72 hours.
Job Overview and Purpose of the Role
The ideal candidate is an experienced leader who can drive customer satisfaction and operational efficiency. Key responsibilities include:
- 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 environment with constant changes.
- Operational Efficiency: Drive improvements in customer experience while managing operational costs.
- Ownership & Accountability: Own 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.
Day-to-Day Tasks
The Head of Customer Service role involves various hands-on tasks aimed at enhancing customer experience and operational efficiency. Daily activities include designing and optimizing support workflows, managing time effectively, and conducting data analysis to identify recurring issues impacting customer satisfaction.
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