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Head of Customer Experience
3 weeks ago
Sastra Group is working with a Series A Software Development vendor who is changing the Martech (Marketing Technology) space.
A crucial role for them is the Head of Customer Experience. They will be responsible for driving customer satisfaction, retention, and growth by leading our customer success strategy and team. This role requires a strategic thinker with a proven track record in customer success within the software development and marketing technology sectors.
This position is Hybrid and requires you to be in the London office 2 days a week.
Key Responsibilities:
- Develop and execute a comprehensive customer experience strategy that aligns with the company's overall business objectives and brand promise.
- Lead and inspire a team of customer experience professionals, fostering a culture of customer-centricity across the organization.
- Map and analyze the entire customer journey, identifying key touchpoints and opportunities for improvement.
- Collaborate with cross-functional teams, including product development, sales, marketing, and customer support, to ensure a seamless and positive customer experience.
Key Requirements:
- Built and led a Customer Success team at a Software Development vendor.
- Has a proven track record of improving MPS and Retention.
- Start-up experience is preferred but not mandatory.
- Has a background in Marketing Technology.
- 5+ years experience managing CSMs.
Benefits:
- Competitive salary and performance-based bonuses.
- Generous paid time off and holiday schedule.
- Professional development opportunities.
- Collaborative and inclusive company culture.
If this sounds like you then reach out to find out more
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