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Head of Customer Engagement
2 months ago
Director of Client Success & Operations
Are you a seasoned expert in sectors renowned for outstanding customer service and operational excellence, such as luxury hospitality or cruise operations? If so, we present a unique opportunity for you to pivot into the vibrant technology sector.
Our client, a thriving software enterprise, is in search of a Director of Client Success and Operations. They are particularly interested in candidates who can introduce innovative perspectives to the organization, ensuring their prestigious clientele continues to receive the exceptional service they are accustomed to.
In this position, you will guide and motivate the leadership team to refine customer interactions and operational workflows. You will devise and execute strategies that foresee and address client requirements and potential challenges, collaborating with existing Client Success and Technical Support teams to enhance the overall service experience.
The ideal candidate will possess a strong affinity for technology; however, prior experience in the tech sector is not mandatory, and a background from alternative industries is highly valued.
Location: Flexible remote working options available.
Compensation: Competitive salary, comprehensive benefits, and equity opportunities.
Key Qualifications for Director of Client Success and Operations
- Proven experience in a senior capacity that merges operational processes, logistics, and customer service, ideally within a high-end hospitality environment or cruise line known for its superior service.
- While a background in technology is not essential, candidates should demonstrate a genuine interest in tech, such as having completed relevant coursework or overseeing technology initiatives (please ensure this is clearly outlined in your CV).
- Exceptional communication abilities are crucial, as this role requires extensive interaction.
- Confidence in engaging with executive leadership and senior management is necessary, as this is an advisory position without direct management responsibilities.
Primary Responsibilities for Director of Client Success and Operations
Your responsibilities will include assessing and enhancing business operations and customer experiences. Key tasks will involve:
- Process Evaluation and Enhancement: Reviewing existing workflows and customer engagements to pinpoint areas for improvement. Implementing modifications to guarantee efficient operations and an elevated customer experience.
- Advisory Function: Acting as a consultant to the senior leadership team, offering insights and recommendations for necessary adjustments. Partnering with leadership to formulate and execute strategies that prevent the emergence of new challenges.
- Thorough Evaluation: Conducting comprehensive assessments across various areas, from onboarding new clients to managing software updates for a large user base. Ensuring robust processes are established throughout the organization for seamless operations.
- Client Experience Oversight: Managing the experiences of users during software implementations and other significant interactions, ensuring a consistently high standard of service and satisfaction.
In this newly established role, you will play a pivotal role in transforming the customer experience and operational efficiency, ensuring the organization operates smoothly and clients receive top-tier service.
What We Offer:
- An exciting chance to transition your career into the forefront of technology.
- Attractive salary and benefits package, including equity options.
- An opportunity to influence the customer experience within a leading technology firm.
Application Process:
If you are interested in this exceptional opportunity, we encourage you to submit your updated CV through the appropriate channels.
We are dedicated to fostering an inclusive and accessible recruitment process. If you require any accommodations during your application or review process, please indicate this in your communication.
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RedTech Recruitment Ltd specializes in technical recruitment, focusing on connecting Engineers and Scientists with outstanding career opportunities. Even if this particular role does not align with your interests, we invite you to explore our website for additional openings.
We are an equal opportunity employer and value diversity at RedTech. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Keywords:
Implementation Specialist/Manager / Guest Experience Manager / Operations Manager (Hospitality) / Concierge Manager / Event Coordinator/Manager / Hospitality Manager / Hotel Director / Cruise Director / Customer Experience Manager / Guest Relations Manager
