Customer Experience Manager

1 semana atrás

Lisboa, Lisboa, Portugal Rival Tempo inteiro

About the Role:
We are seeking a Customer Experience Manager to enhance the overall customer experience by managing and optimizing systems, workflows, and teams that engage with customers. The ideal candidate will ensure that all processes and operations related to customer service are efficient, effective, and aligned with the company's strategic goals.

Key Responsibilities:

  • Develop and implement operational strategies aligned with the company's goals, identifying potential risks, and creating mitigation plans.
  • Lead cross-departmental and cross-functional projects and strategic initiatives within the COO organization, ensuring all stakeholders are included, informed, and aligned with the main goals, decisions, risks, and milestones.
  • Assess and optimize processes that help meet targets and deliver on customers' needs.
  • Determine the timing and content of touch points for customer-facing teams along the customer journey.
  • Prepare and manage budget, monitoring expenses and seeking ways to reduce costs without compromising quality.
  • Promote clear and effective communication within the stakeholders, project teams, and organization to ensure alignment and transparency.
  • Collaborate closely with suppliers and vendors to maintain strong relationships and optimize partnership value.
  • Regularly assess the team's capacity and workload to ensure resources are appropriately allocated.
  • Monitor and analyze performance data to drive improvements, setting performance metrics and targets for the team, and creating operational reporting for the teams.
  • Implement and manage software solutions that support operational activities across all departments within the COO organization.

Requirements:

  • 2+ years of experience in a customer operations manager or similar role.
  • Skilled in planning, executing, and managing projects to improve customer operations.
  • Familiarity with and hands-on experience using Gainsight as a customer success software platform.
  • Experience with CRMs to manage customer interactions and data for strategic flows.
  • Solid organizational skills, including attention to detail and multi-tasking skills.
  • An understanding of business and strategic knowledge.
  • The capability to think analytically.
  • The ability to work collaboratively with various departments.
  • Strong verbal and written communication skills, with the ability to develop and maintain clear communication channels across the organization.
  • Proficiency in resolving conflicts and managing difficult customer interactions.

About Us:
Rival is a value-driven work environment where people come first. We are a lively bunch of colleagues from over 50 different countries, with offices in several locations. We are a team serious about getting things done while not taking ourselves too seriously. We offer a world-class working environment full of nice perks and flexible working hours as long as you're there for your team members. Lots of room for personal and career development, with internal and external training opportunities. Competitive salary including all the benefits you'd expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.)

How to Apply:
If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.

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