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Customer Experience Director (m/f)

INFORMATIONEZ ZU DIESEM JOB

Berufsbezeichnung Customer Experience Director (m/f)
Vertragsart Permanent
Lage Berlin, Germany
Gehalt €75000 - €100000
Job Veröffentlicht 11 months ago
REF BBH4693
Kontakt Name Tom Fernandez-Buckley
Kontakt Email tomf@venquis.com

Tätigkeitsbeschreibung

Our client is an award-winning innovative start up who have grown to 1200 employees worldwide in just 3 years. For their headquarters in the heart of Berlin we are currently looking for a Customer Experience Director.

 

The role

  • Own global customer experience management

  • Outline and supervise analyses of processes and procedures with a focus on improving customer retention through enhancing customer experience

  • Identify gaps in customer retention along the full customer journey (online user journey, UX, onboarding process, call center, supply chain, delivery)

  • Track retention performance (incl. setting KPIs)

  • Identify measures to increase customer retention and lead the implementation through cross-functional projects

  • Manage the global customer experience team, a team that handles large customer-impacting issues and works to identify opportunities that improve the customer experience and key metrics

 

Your profile

  • The ideal candidate is a proven expert in customer experience management with at least 4+ years professional experience

  • Strong ability to create and implement a global retention strategy, delivered through cross-organizational projects

  • Ability to work with teams in different geographic areas and functions

  • Ability to implement data-driven features

  • Experience in project management, data driven and goal-orientated work

  • Familiar with the fast-paced, demanding and analytical startup environment

  • Fluent English skills, German would be a bonus

  • Ability to succeed in a large international and geographically dispersed team

 

For consideration please send us your CV as well as your salary expectations to tomf@venquis.com and we will be in touch for an initial discussion. Feel free to call me on +49 (0)89 2109 3906 for more information.

Ref: BBH4693 | Published: 11th Aug 2016

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