Global Customer Experience Lead
6 days ago
Sportlabs Technology seeks a highly experienced Global Customer Experience Lead to develop and implement strategies that drive exceptional customer experiences. Reporting to the Service Excellence Manager, you will lead cross-functional teams to deliver outstanding customer outcomes, and identify opportunities to innovate and improve our customer service operations.
Key Responsibilities
• Drive strategies to improve service excellence and foster exceptional customer experiences.
• Lead the development of new service innovation ideas, including designing and implementing new processes and procedures.
• Identify a strategy to outreach to prospective clients, working with marketing teams to build a pipeline of opportunities to drive platform growth.
• Maintain high levels of client satisfaction, including consulting with clients to resolve product issues during the introduction process and beyond.
• Act as a coach for the customer service team, ensuring KPIs and SLAs are achieved, and building business and professional networks at senior executive level.
What We Offer
We offer a competitive salary of £55,000 - £75,000 per annum, plus a range of benefits, including 26 days' holiday, free eye tests, and access to excellent health and wellbeing services. You will also have the opportunity to work in a dynamic and rapidly growing company, with a focus on career development and progression.
About You
To be successful in this role, you will need to have a proven track record of delivering customer success, with experience of using CRM systems and providing comprehensive monthly reports. You will also need to possess a commercially savvy approach, always thinking about how to add greater value to customer relationships. Analytical skills are essential, as well as the ability to use data and insights to drive plans and actions. Line management experience is also required, including developing, coaching, and progressing teams to drive performance and customer experience.
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