Customer Interaction Project Manager

ZipRecruiter; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fintech company in London is seeking a Customer Interaction Programme Manager to drive the transformation of customer interaction across Europe. You will define strategy, manage key processes, and work with external providers to enhance customer satisfaction. Ideal candidates have experience in process enhancement, change management, and strong leadership in service environments. This role includes competitive salary, private healthcare, and flexible working options.

Benefits

Competitive salary

Private healthcare

Flexible working options

Career development opportunities

25 days off plus additional benefits

Qualifications

• Experience leading processes in customer interaction across markets.
• Solid experience in a regulated financial service environment.
• Proven team leadership and vendor management experience.

Responsibilities

• Define the strategy and manage execution of customer interaction transformation agenda.
• Lead optimization of key customer-related processes.
• Coordinate external service providers and monitor performance.

Skills

Process enhancement

Change management

Salesforce expertise

Customer care experience

Analytical problem solving

Tools

Salesforce

Zendesk

Microsoft Office

Job description

Overview

Soldo is here to change the way businesses spend, for the better. So every employee, department, and team is more productive and successful at work. Soldo connects company cards with a powerful management platform so finance teams can distribute money instantly, while staying in control of who spends, how much, where, and on what. With Soldo, budgeting, payments, reporting and reconciliation are simple and efficient.

We’re both a financial services and a software company and one of Europe’s fastest growing fintech companies. Operating in the UK, Italy and Ireland, we’re over 350 employees (from 26 nationalities) strong.

We’re a place where anyone can thrive. We’re all about doing the right things for the right reasons, high standards, ambition, drive and focus.

What’s in it for you

• Competitive salary
• Private healthcare for you and your family
• Pension scheme
• Flexible working options which include working from home and our Marylebone office
• 60 days’ work anywhere, even outside the UK if you want
• 25 days off a year, plus public holidays as well as Christmas Eve and New Years' Eve, 2 volunteering days and an extra day off on your birthday
• Genuine career development opportunities, including our mentoring scheme, your own annual £500 learning budget
• Employee Assistance Programme and wellbeing portal

The Role

The Customer Interaction Programme Manager will be responsible for defining in coordination with the FS leadership team, the strategy, the planning and managing the execution of the transformation agenda for Customer Interaction across Europe. This will include the management of any external service providers and their performance, the vendor management of tools providers and ensuring the best fit and any evolution required.

This role is also responsible for leading, for the Head of CI, the evolution and optimization of key customer related processes (e.g. customer complaint, fraud management) and tools used is part of this role remit with the objective of enhancing customer satisfaction/NPS, frictionless customer experience and overall organization efficiency.

We’re looking for someone who has:

• Led the enhancement of processes, tools and automation across Customer Interaction in multiple markets
• Experience in driving change (process/tech/organization) in a customer servicing environment
• Very good knowledge of Salesforce, Zendesk, ChatBot solutions, customer communication solutions, and Microsoft office products. Previous experience with AI deployed in Customer services environment welcome.
• Co-Designed and implementation lead for CI cross functional processes such as, but not limited to, Onboarding, Ongoing Due Diligence, Complaint management, Fraud management, Charge Back and for monitoring the execution to ensure performance in line with targets.
• Solid experience of working in a regulated and service oriented financial service environment and knowledge of relevant regulations (e.g. Consumer Protection Code).
• Proven team leadership experience including management of external vendors.
• Strong customer care experience with demonstrated track record in improving the levels and standards of Customer Care.
• Performance driven, motivated by continuous driving improved performance and KPIs.
• Analytical approach to problem solving.
• Proactive mindset and able to define and implement processes and solutions to prevent issues
• Flexible approach to work, with the ability to multitask.

It would be nice if you have:

• Additional Skills (Italian or other).