Optimization and Performance Leader

1 month ago


London, Greater London, United Kingdom Lightspeed Full time

The Performance Optimization Manager, Hospitality Customers plays a pivotal role in enabling and supporting Implementation teams at Lightspeed. Ensuring teams are equipped with necessary tools, processes, and best practices to deliver exceptional customer service in EMEA is a key focus.

Key Responsibilities
  • Collaborate with departmental and regional leaders to design and implement strategic enablement programs
  • Partner closely with departmental directors, regional leaders, and cross-functional teams to influence and shape the strategy of performance optimization and enablement, aligning initiatives with business goals
  • Establish, monitor, and assess key performance indicators (KPIs) related to team enablement activities
  • Continuously adjust training, tools, and processes based on data and feedback to drive ongoing improvement
  • Work with teams to ensure they adopt industry best practices, maintaining a high standard of performance in customer interactions and operational efficiency
  • Evaluate performance data to measure the adoption and impact of new procedures
  • Identify and address areas of opportunity, optimizing performance through data-driven insights
  • Facilitate training sessions and workshops focused on improving customer service delivery, technical skills, and product knowledge
  • Ensure that training programs are relevant and impactful
  • Work closely with the Business Performance Enhancement Manager to diagnose performance issues, identify training and coaching needs, and implement solutions to boost performance
Requirements
  • Successful implementation and scaling of enablement programs leading to improved team readiness, reduced onboarding time, and enhanced customer interactions
  • Extensive experience in a performance optimization, enablement, or related role, ideally within GTM and Customer-facing teams
  • Demonstrated success in coaching, mentoring, and supporting teams in customer-facing roles, with a strong emphasis on customer service excellence
  • Strong background in using data-driven approaches to assess performance, develop KPIs, and optimize operational workflows
  • Experience in conducting performance audits, identifying inefficiencies, and recommending actionable solutions
What We Offer
  • Unlimited Annual Leave with our PTO scheme
  • Dental cover
  • Private healthcare
  • Optical cover
  • Opportunity to join a growing team in a fast-paced, high-growth company
  • A competitive salary and benefits package


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