Head of Customer Experience

3 weeks ago

London, United Kingdom FINE+RARE Full time

As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are prioritised.


The ideal candidate will be comfortable getting in the weeds with the team while always remembering to take a step back to solve recurring and foundational issues.


The Customer Experience team is split across our London, Napa and Hong Kong offices. As the head of the team, you will be responsible for building a strong team culture across both time zones, supporting your direct reports while helping them feel engaged with the broader FINE+RARE team.


In this role you need to be just as comfortable training, managing and upskilling team members as you are debating priorities with senior leadership.


Responsibilities

·     Provide visionary leadership to the Customer Experience team, fostering a culture of collaboration, innovation, and accountability.

  • Take ownership of the service platform and CRM application, ensuring they meet the needs of both the customers and the internal teams.
  • Collaborate with the Engineering and Product teams to manage the lifecycle of the service platform and CRM, including configuration, customization, upgrades, and integrations.
  • Ensure the service platform and CRM are utilized effectively by the Customer Success team, providing training and support as needed.
  • Monitor application performance, troubleshoot issues, and implement solutions to enhance functionality and user experience.
  • Liaise with vendors and service providers to manage external support and service agreements related to the service platform and CRM.

·     Develop and execute strategic plans to drive customer success objectives aligned with company goals, ensuring sustainable growth and customer satisfaction.

  • Establish and monitor KPI’s for the Customer Success team, driving continuous improvement and accountability.
  • Serve as a primary advocate for customers, understanding their needs, challenges, and goals to proactively address issues and drive value.
  • Develop and implement training programs to enhance the skills and capabilities of the Customer Success team, enabling them to deliver exceptional service and support.
  • Continuously assess and optimize customer success processes and workflows to streamline operations and improve efficiency.
  • Stay abreast of industry trends, competitive dynamics, and market developments, leveraging insights to inform strategic decision-making and enhance customer success strategies.


Qualifications

·     Proven track record working in complex business lines such as a marketplaces, luxury, or other niche market.

·     A strong strategic leader that can demonstrate the ability to adapt your experience to a new environment.

·     Demonstrated experience in coaching, mentoring, and developing high-performing teams.

·     Experienced with analysing data to find opportunities and make decisions.

·     Knowledge and experience in logistics, including customs and tax.

·     Strong communication skills, including the ability to target your communication style to your audience

·     Deep understanding of customer needs and behaviours, with a commitment to delivering exceptional customer experiences.

·     Familiarity with customer success tools and CRM platforms

·     A solid understanding of the industry landscape, market trends, and competitive dynamics relevant to customer success management.

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