Customer Relationship Management Lead

2 semanas atrás


Lisboa, Lisboa, Portugal Amplifon Tempo inteiro
Job Title: Customer Relationship Management Lead

About Us:
At Amplifon, we believe that the key to success lies in our people. As a global leader in hearing care solutions and services, we strive to put the joy of hearing back into the lives of thousands of people worldwide.

About the Role:
We are seeking a skilled Call Center Supervisor to join our Portuguese Marketing Team. This is an exciting opportunity to play a critical role in managing Amplifon's growth and lead our customer relationship management efforts.

Key Responsibilities:
* Define strategy and implement effective call center operations* Manage local call centers (outsourced)* Monitor interactions to ensure customer satisfaction* Implement operational dashboards to optimize internal KPIs* Collaborate with call center providers to deliver agreed-upon goals* Ensure roll-out and maximization of customer contact strategies* Configure dialing rules, scripting, campaigns, priority, and scripting* Design actions to increase efficiency and productivity* Work with call center providers to define best dialer setups: Predictive, Power, Manual, or Blending* Live management of campaigns (priority and filter management)

Main KPIs:
* Penetration Rate & Contact Rate: Calls/hour; % delivered on attempted; % useful contacts on delivered; % appointments on useful contacts* Appointment Rate & Conversion Rate: Appointments/hour; % sales conversion on total booked appointments

Your Profile:
* Business acumen* Customer understanding* Customer experience management* Marketing performance* Strong project management skills* Strong English skills (mandatory competence)* Solid digital experience (valuable asset)

Education & Experience:
* Minimum 4 years of relevant experience in similar positions* Extensive analytical skills, business acumen, good understanding of metrics/models/systems* Strong project management skills* Solid digital experience (valuable asset)

Salary Estimate: €45,000 - €60,000 per annum, depending on experience.
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