Global Head of Customer Experience and Retention
3 weeks ago
As the Global Head of Customer Experience and Retention at BlueOptima Group, you will play a critical role in driving customer satisfaction and retention across our global customer base. This senior leadership position requires a seasoned professional with a proven track record of delivering exceptional customer experiences and leading high-performing teams.
You will be responsible for developing and implementing processes to measure and improve customer satisfaction and retention, using customer feedback to drive continuous improvement across the organisation. You will also work closely with our sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams aligned with our customers' needs and goals.
The estimated salary for this position is £90,000 - £120,000 per annum, depending on experience, location, and qualifications.
Key Responsibilities:- Develop and implement processes to measure and improve customer satisfaction and retention
- Use customer feedback to drive continuous improvement across the organisation
- Work closely with sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams
- Lead and grow the customer success team, focusing on closing customer success stories that can be quantified
- 7+ years of experience in customer success, account management, or related fields
- Deep understanding of SaaS business models and customer success best practices
- Experience working with enterprise-level customers and building strong relationships with key stakeholders
- Excellent communication and interpersonal skills, with a customer-first mindset
- Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health
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