Head of Ambassador
4 weeks ago
About the Role
We're seeking a seasoned leader to spearhead our Ambassador and Customer Support team. As the Head of Ambassador & Customer Support, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support initiatives.
Key Responsibilities
- Leadership & Management: Inspire and empower the HQ team with strong leadership and a clear vision, fostering a positive and motivating work environment.
- Strategic Planning: Develop and implement strategic plans to improve Ambassador and Customer support initiatives, leveraging data-driven insights to inform decision-making.
- Innovation & Improvement: Introduce new ideas and better working methods to increase efficiency and effectiveness in a fast-paced environment.
- Cross-Functional Collaboration: Work with cross-functional teams to ensure ambassador and customer-centricity is embedded across the organisation.
- Feedback Integration: Transform ambassador and customer feedback into actionable insights and recommendations for product improvements.
- Ambassador and Customer Journey Oversight: Champion the Ambassador and Customer journeys, ensuring timely, clear, and compassionate responses that exceed expectations.
- Training & Development: Elevate the HQ team through engaging training sessions on platform features and best practices.
- Efficiency & Automation: Drive efficiency by supporting and championing process automation and streamlining.
- Metrics & Reporting: Define, analyse, and report key success metrics, identifying business priorities and translating them into actionable plans.
- Strategic Growth Planning: Shape the future growth of your team, leading strategic planning and development.
- Team Management: Energise your team with regular check-ins, inspiring mid and end-of-year reviews, and dynamic weekly manager meetings.
- Awards & Recognition: Champion our mission to achieve prestigious awards for outstanding customer experience.
- Systems Management: Revolutionise our systems to exceed the expectations of our HQ team, Ambassadors, and Customers.
- Project Leadership: Lead all Ambassador and Customer support projects, delivering exceptional results on time and setting new standards of excellence.
About Tropic
Tropic Skincare is a certified vegan, cruelty-free, and CarbonNeutral beauty business that empowers communities across the globe. We're seeking creative and ambitious individuals who share our vision and are passionate about skincare and sustainability.
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