Customer Experience Director

4 semanas atrás


Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro
Job Title: Customer Experience Director

At Tn Portugal, we are seeking a highly experienced Customer Experience Director to lead our European CX strategy and drive business growth through exceptional customer satisfaction and retention.

Key Responsibilities:

  • Develop and implement a comprehensive CX strategy for the European region, aligned with the company's overall business objectives.
  • Own the CX blueprint and vision for the region, ensuring consistency and best practices across 19 European markets.
  • Lead the measurement and reporting of CX KPIs, including NPS and C-SAT programmes, and associated supplier relationships.
  • Collaborate with markets and regional partners to set and deliver annual business plans that enhance the customer experience.
  • Build a thriving cohort of CX leaders across markets, promoting best practices and solving issues together.
  • Work with suppliers to improve data and insight capability, driving adoption of new insights across the region.
  • Take a strategic view, using data to identify long-term and cross-cutting issues and opportunities in the customer experience.

Requirements:

  • Experienced CX/customer service leader at a senior level.
  • Implemented numerous transformations in CX, with tangible benefits, covering processes, CRM, CCM, and other systems.
  • Proven experience in promoting CX and being accountable for delivery to C-Suite executives.
  • Good understanding of key transformation and change management approaches.
  • Strong foundation in data and business numeracy.
  • Able to build alliances across geographical and functional boundaries.

About Us:

Tn Portugal is a company that values diversity and inclusivity, where everyone feels welcome and empowered to contribute their best work. We are committed to creating a positive and supportive work environment that fosters growth and development.



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