Head of Customer Operations
3 weeks ago
A new role has been created working as Head of Customer Operations. This position is working for a well-known travel and tourism brand. This pivotal Head of Customer Operations role is a key strategic headcount, you will be responsible for driving the SLTteams to work collaboratively in achieving commercial revenue goals through their business areas.
This role would be suitable for someone who has experienced retail operations with a defined trajectory in this space. This role needs someone with presence and tenacity who can enable the team, they are responsible for, to develop through their leadershipand experiences.
Key duties and responsibilities will include:
- Reporting to the CEO, develop policies and procedures that are aligned to the business strategy focusing specifically on customer facing operations
- Daily contact with the SLT team, assessing and reviewing their individual needs
- Working closely with the SLT on enhancing customer journey and experiences
- Developing long term customer loyalty and retention schemes
- Reviewing and developing processes to optimise our revenue and profitability
- Accountability for creating revenue strategies to improve standards
- Take the lead in operational development, succession planning focusing on high performance and delivering customer operational excellence
- Nurturing strong stakeholder relations to continuously review and adjust strategy accordingly
- Solid track record within a Senior Leadership position
- Highly knowledgeable within retail, e-commerce and/or hospitality industry
- Inspirational leader of people
- Experienced in delivering strategic plans and revenue
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