Head of Customer Evolution

Dublin, Ireland
IT Department

Summary

  • Do you enjoy working in a rewarding and challenging environment?
  • Do you enjoy owning the customer facing experience with live business as usual clients?

If you are ticking all these boxes, then look at the spec below for your next career move:

How you will make a difference:

  • Management of the customer evolution team, 24*7 service desk & customer success analyst team (20+ people);
  • Act as point of escalation for client production issues;
  • Ensure a best-in-class experience for our production/live customer base – ensure that the customer business as usual team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all channels and touchpoints;
  • Work very closely with other customer success areas of presales, customer delivery to ensure a seamless experience for our customers from first point of contact through to contract renewals;
  • Work closely with product, engineering, and other functions within the business – Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience;
  • Coaching a team of customer success managers, customer success analysts and service desk agents – encouraging problem-solving, strategic thinking and customer-orientation amongst the team;
  • Supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals;
  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process;
  • Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels;
  • Regular travel to customers to understand business strategy/needs.

The skills you will bring:

  • 5+ years’ experience working as a head of customer business as usual leadership position
  • Team management skills (up to 20 people)
  • Commercial & growth mindset – keeps finger on the pulse of dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world also understanding that software is not build for free
  • Extremely strong Interpersonal/networking & influencing skills: someone who nurtures great relationships internally, with leaders of other teams, senior leaders on the airline side and external stakeholders such as vendors and channel partners
  • Ability to understand business objectives and align CX accordingly
  • Data-driven mindset and an aptitude for technology
  • Excellent troubleshooting/problem solving ability with ability to influence process changes where necessary & get involved in detail of issues
  • Excellent communication skills with ability to influence and get key issues resolved & avoiding further escalation
  • Highly organised, with ability to prioritize and manage multiple customer engagements simultaneously in a high-pressure, real-time, fluid environment where priorities can change
  • Fluent English, other languages (German, French or Spanish in particular) a bonus

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    Retail inMotion has a quirky and friendly culture. We actively encourage our team members to be themselves and to bring their personality into work. We are proud to say we have over 25 different cultures working together at Retail inMotion. We believe that our diversity is one of our greatest strengths. Our core values drive our approach to working together and with our customers and partners.

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