Asset 2
Back to job search

Head of CX

  • Location:

    Ballymount, Ireland

  • Sector:

  • Job type:

    Permanent

  • Contact:

    Mark Kelly

  • Job ref:

    4780

  • Published:

    about 1 month ago

Job Description


Our client is a rapidly growing E-Learning/Technology company which covers e-commerce cloud infrastructure & e-learning technology. We are seeking a Head of Customer who will oversee all aspects of the customer journey from customer onboarding to retention and development.


The successful candidate will know how to lead cross functional teams to deliver an exceptional customer experience and value both proactively and reactively. They will be flexible enough to understand what it takes to work in a dynamic hyper growth environment with the ability to be strategic and tactical and we build for growth and scale.

In this key position, you will report directly to the COO and act as a contributing member and voice to the leadership team, having the opportunity to shape our processes across departments and have a significant impact on the organisation.

Responsibilities

Service Delivery

  • Spearhead initiatives to influence customers retention, product adoption and customer satisfaction
  • Design and deliver SLA’s for internal and external customers ensuring response and resolution times are met
  • Change management ambassador focusing on process innovation and improvement
  • Responsible for all customer facing support tools, portals including customer help desk, communities, customer councils, etc
  • Responsible for all customer facing support tools, portals including customer help desk, communities, customer councils, etc
Leadership
  • Lead the customer experience and excellence strategy
  • Lead and influence cross functional teams (Technical, Account Management and Customer Support) to improve customer communications, metrics and the overall customer experience

Team

  • Create & foster an excellent environment both onsite and remotely for your team members to succeed and thrive in their roles
  • Work closely with internal teams (Marketing, Sales, Product) to share feedback, insights and help shape cross department initiatives.
  • Coach and mentor all team members ensuring they are thriving in their roles and be an integral part of their career development
  •  

    Metrics

     

  • Define and hold accountable operational metrics, KPIs, and reporting processes for your teams using data to inform business decisions and push continuous improvement
  • Proactively provide high level trends of customer issues to key stakeholders with quantified impact on the business
 
Key Requirements
  • Bachelor’s Degree in business management or operations.
  • At least 5 years’ experience in a similar customer operations and people management role
  • Skilled in navigating cross-functional teams to drive service excellence and process improvement
  • Customer obsessed - a passion for understanding, driving, and improving customer engagement.
  • Previous experience managing remote teams (call centre, operations, technical)