Head of Customer Experience Specialist
3 weeks ago
At KatKin, we're revolutionizing cat health through superior nutrition. As our Head of Customer Experience Specialist, you'll lead the vision and strategy for our end-to-end customer experience, with a customer-first approach. Reporting directly to the CXO and founder, you'll build and scale the team across multiple locations, fostering cross-functional collaboration and leveraging data-driven insights to enhance efficiency and service quality.
**Responsibilities:**
- Establish and optimize the customer experience team, managing crises and developing KPIs for continuous improvement.
- Own and build out our physical customer experience and service team, driving the team towards customer growth through outbound-oriented initiatives.
- Elevate the team's capabilities in data, insights, and technology while spearheading global expansion efforts, including launching into new EU countries.
- Adapt processes for international markets and stay ahead of industry trends to deliver exceptional customer journeys.
About You:
We're seeking a highly motivated individual with 8+ years of experience in a deeply customer-centric environment. You'll have a strong analytical background, problem-solving skills, and an ability to identify patterns and translate data into actionable insights. With a focus on customer satisfaction, you'll prioritize a customer-first approach and be obsessed with delivering exceptional customer journeys.
**What We Offer:**
- A competitive package, including a salary, AXA Health Insurance, annual personal development budget, company-contributed pension, and EMI equity option grant.
- A culture and perks, including a small, close-knit team, 33 days of holiday each year, 4-week Work From Anywhere policy, 12-week maternity/paternity leave policy, and up to 2 days WFH each week.
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