Global Customer Experience Manager SaaS

Hays Specialist Recruitment Limited ,
London, Greater London
More Details
Job Type: Full-time
Salary: £60,000 per annum

Overview

Global CX Manager, Saas/Fintech experience required, London, £60,000 - £65,000, Immediate Start Our client, a global Tech platform who specialise in connecting customers to local Beauty Companies, are looking to recruit an experienced, customer-passionate Customer Experience Manager to oversee their global operation (and to grow it). Based in a modern working space in Central London, this is an exceptional opportunity for the right candidate. Our client use an incredibly advanced tech platform to connect customers to local businesses, and have fast become the world's leading software for the industry. Confirming over 8m bookings every single month, our client have grown exponentially over the last 4 years and operate on a global scale, with employees in London, the US, Australia and the Middle East. Due to their expansion and their need to take their business to the next level, they are actively seeking the right candidate to head up their global CX operation. In a nutshell, your responsibilities will include: Driving performance and engagement across the CX department Managing a multi-site team of 11 CX Advisors (5 FTE in London) to ensure that they maximise the customer experience (across phone, email, social and live chat channels) Motivating and coaching the team to ensure exceptional results Maintaining/developing solid working relationships with other company departments Growing the CX team as per the company demands (it is expected that the London team will grow from 5 to 12 FTE in the next 6 months) Implementing new strategies/policies/systems to improve customer performance In order to be considered for this position, it is ESSENTIAL that you have the following: Experience in managing a CX team to scale and lead a world class customer support function Experience in growing a CX team within a Fintech company OR a company who work on a SaaS platform Experience in designing/implementing successful customer engagement processes Proven ability to deploy set standards, procedures and policies / coaching and motivating team members Expertise in utilising data to make decisions and drive management decisions Experience of managing a team who communicate through various channels (social/live chat, etc) Designing/delivering co-ordinated training programmes for new starters Driving a passionate, customer-centric culture within the team Adept at managing a CRM (Zendesk preferred) and VOIP telephony system Although not essential, any candidates with the following are encourage to apply: Remotely managed team members multi-site Experience/knowledge of the health/beauty/wellbeing industry Our client are looking to move exceptionally quickly on this position and, in addition to a very competitive salary, offer the opportunity to progress with a very forward-thinking company. Any interested candidates are urged to apply at their earliest convenience Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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