Customer Experience Director
4 semanas atrás
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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