Customer Experience Lead

il y a 3 semaines


Gent, Belgique Nayan Temps plein

in
- **Ardooie / Gent**
- Nayan helpt internationale merken met hun online groei. Als ervaren e-commerce bedrijf helpen wij onze klanten zoals Samsonite, KitchenAid en Godiva bij het ontwikkelen van hun omnichannel strategie, het bouwen en beheren van de verkoopkanalen en het versterken van hun online aanwezigheid door data
- en resultaatgedreven digitale marketing

**CUSTOMER EXPERIENCE LEAD**:

- We are seeking an experienced and dynamic Customer Experience Lead to join our team and take charge of elevating our customer care experience to new heights. As our Lead, you will be responsible for not only delivering exceptional customer support but also spearheading future projects that incorporate the latest technologies and strategies in customer experience.Your role will be instrumental in fostering strong relationships with the brands we service, optimizing customer satisfaction for these brands, and leading a customer care team of multilingual professionals.

Additionally, you will be tasked with analyzing, generating and presenting insightful reports to drive continuous improvement...

**Key Responsibilities**:

- Strategic Leadership: Lead and develop customer experience strategies aligned with company goals, incorporating innovative technologies and best practices to ensure a cutting-edge customer experience. Come up with innovative ideas and strategies to make sure the customer experience is top notch. In addition to this, you will be the driving force in implementing your strategy.Future Projects Development: Collaborate with cross-functional teams to conceptualize and implement future projects focused on enhancing customer care through automation, AI, chatbots, self-service portals, and other emerging technologies. Work as a project manager to make sure these projects meet the required standards and follow up in general. Provide the team and brands with training.

Brand Collaboration: Work closely with brands to understand their unique requirements and establish effective customer care practices tailored to each brand's identity, ensuring the delivery of personalized experiences. Keeping the bigger picture, but also dive deep when needed. Work out efficient ways of working and constantly improve ongoing practices.

Team Management: Lead, mentor, and motivate a team of multilingual customer care professionals, fostering a positive work environment and ensuring excellent service delivery across different languages and brands.

Training and Development: Develop training programs to equip the customer care team with the necessary skills and knowledge to excel in their roles and stay updated with the latest industry trends. Work together with HR to make sure training needs are met and filled.

Quality Assurance: Implement quality control measures to monitor the effectiveness of customer care interactions, ensuring high levels of customer satisfaction and swift resolution of issues.

Reporting and Analysis: Utilize data analytics to generate meaningful reports on customer care performance, identifying areas for improvement and recommending actionable insights to enhance efficiency and effectiveness.

Escalation Handling: Serve as an escalation point for complex customer issues, providing solutions and ensuring resolution within defined service level agreements (SLAs). Work with the brands when necessary to handle these escalations in a proactive manner.

**Qualifications and Experience**:

- Proven experience in a customer experience leadership role, with a track record of successfully managing teams and driving results.Demonstrated expertise in implementing customer care technologies and strategies to improve service delivery and customer satisfaction.

Strong analytical skills with the ability to interpret data and generate actionable insights.

Excellent communication, interpersonal, and negotiation skills to work effectively with external and internal stakeholders.

Multilingual proficiency is preferred, as the role involves coordinating with a diverse customer base. Advanced English proficiency is a must have.

Familiarity with customer relationship management (CRM) systems and reporting tools (Salesforce is a plus).

Exceptional problem-solving skills and the ability to handle escalated customer issues tactfully.

Ability to adapt to a fast-paced, dynamic environment. In eCommerce no day is the same


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