Senior Customer Experience Director

Alex Partners; Lisboa; Presencial; EUR 70 000 - 90 000; Tempo integral

Resumo da oferta

A leading customer experience consultancy is seeking a Senior Customer Experience Director in Lisbon. This role involves managing a team to optimize customer and operational support strategies, focusing on service quality throughout the customer journey. The ideal candidate will have strong leadership skills and be adept at developing effective processes that enhance customer satisfaction. Excellent opportunity for those passionate about driving organizational change in a fast-paced environment.

Qualificações

• Proven ability to lead and manage a diverse team effectively.
• Expertise in designing and implementing customer support strategies.
• Strong background in operational support and service recovery.

Responsabilidades

• Lead a high-performing support strategy team aligned with values.
• Develop effective customer and operational support strategies.
• Design and monitor customer support processes for quality service.
• Standardize operational support procedures for local teams.

Conhecimentos

Leadership

Customer service management

Operational efficiency

Team management

Data-driven decision making

Descrição da oferta de emprego

Role Overview

As the Senior Customer Experience Director, you will be the leader of a central team dedicated to optimising and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a major component of our operating model so that the main objectives of Operations: fleet availability, customer satisfaction and operational efficiency are achieved.

Your role will encompass designing and implementing strategies and creating team management mechanisms that ensure high-quality customer service across the entire customer journey—from pre-booking inquiries to on-trip support, including roadside assistance and service recovery. Additionally, you will oversee the support provided to our local operations teams by our global support delivery team, ensuring they have the tools, processes, and guidance needed to perform their daily duties effectively. Your expertise will be crucial in developing a high-performance support framework that enhances customer satisfaction, operational efficiency, and overall service quality. Reporting directly to the Chief Operations Officer, this role is vital to the organization and requires deep collaboration with other central teams, as well as regional and local operating structures.

Responsibilities

• Recruit, train, lead and manage a high-performing support strategy team, fostering a culture of excellence and accountability in line with Indie Campers Core Values.
• Lead Support Strategy Development: Develop and refine strategies that ensure excellence in both Customer Support and Operational Support, focusing on creating seamless and effective processes that enhance customer satisfaction and operational efficiency.
• Design and implement customer support processes that cover the entire customer journey, from pre-booking inquiries to post-trip service recovery, ensuring that all customer interactions meet the highest standards of service.
• Develop and standardise operational support procedures that assist local teams in performing their daily duties, ensuring they have the necessary tools and guidance to operate efficiently.
• Design and implement Service Recovery mechanisms that effectively address customer issues and complaints, turning negative experiences into opportunities to enhance customer loyalty.
• Design and implement mechanisms to guarantee the quality of the service provided by our global support delivery team and their cost efficiency.
• Continuously monitor the performance of global Support teams, using data-driven insights to implement improvements and ensure ongoing excellence in customer and operational support.
• Collaborate with Regional and Local Teams: Work closely with regional directors and local teams to adapt and apply central support strategies to specific regional contexts, ensuring successful implementation and execution.

This is an exciting opportunity to drive organizational change, implement scalable processes, and foster a high-performing culture within a fast-paced, multicultural environment.