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Global Customer Experience

3 months ago

London, UK, United Kingdom Experience Company Full time

We are looking for a Global Customer Experience.


Mission:

"To develop and drive the programs of the company for best in class customer experience internationally, with a specific focus on large enterprise customers".


Responsibilities:

  • Develop, own, and drive the Customer Experience program with the goal to improve NPS, and drive customer retention and expansion.
  • Manage directly a specific portfolio of large strategic accounts, including senior stakeholder management and account planning to ensure maximum retention and growth. Maintain a detailed account record of each account with the CRM.
  • Coordinate the prevention program for high churn risk customers and take hands on leadership for specific complex cases, driving solutions across functions through to structurally address root causes all the way through to turning the customer into a promoter.
  • Enrich relationships with top high NPS customers to expand these as well as amplify by means of case studies, customer round tables, positive references, and speaking engagements.
  • Identify customer strategy, growth plans and key contacts to uncover cross-sell and upsell leads for Sales.
  • Act as a voice of the customer towards product teams, helping them understand, prioritize, and solve key enablers for improved customer experience.
  • Identify and assess industry best practices to allow for continued improvement in the above programs.


Requirements :

  • Experience in a leadership role focus on a clear track record of championing the customer experience.
  • Strong relationship building and conversational skills with proven experience to establish these at senior levels in the industry.
  • Ability to identify problems and opportunities as well as offer or implement actions and solutions.
  • Proven team player and ability to effectively manage work across teams and disciplines.
  • Training and public speaking experience a plus.
  • An ability to influence others through effective communication and negotiations.
  • Multi-lingual is an asset.


Skills:

  • Program management skills across a large organization, including strong abilities in tools such as Excel, CRM systems, and planning tools.
  • Excellent oral and written communication skills.
  • Excellent personal organization skills and attention to detail.
  • Strong people skills. Ability to work well with a diverse multi-cultural environment.
  • Willingness to work flexible hours when required.
  • Ability to work independently or as part of a team and ability to take direction is a must.
  • Strong analytical and troubleshooting skills.
  • Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment.