Strategic Customer Experience Director
Há 6 dias
We are seeking a Strategic Customer Experience Director to join our team at Unit4.
About the RoleThis is an exceptional opportunity to lead and develop a high-performing global customer support organization that drives strategic growth, enhances customer satisfaction, and fosters a culture of excellence.
Key Responsibilities- Customer Experience Visionary
- Define and execute a comprehensive customer support strategy that aligns with business objectives and ensures world-class service delivery.
- Develop and implement proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.
- Cross-Functional Collaboration
- Work closely with Product, Engineering, and Customer Success teams to ensure seamless alignment of support initiatives with product updates and improvements.
- Team Development & Performance
- Build, lead, and grow a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.
- Customer Satisfaction (CSAT)
- Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.
- First Contact Resolution (FCR) Rate
- Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.
- Self-Service Utilization
- Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.
- Response & Resolution Times
- Consistently meet or exceed service level targets for response and resolution times across all support channels.
- Operational Efficiency
- Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.
- Bachelor's degree required; advanced degree preferred.
- 10+ years of experience in customer support leadership roles, with a focus on global operations, ideally in a SaaS or technology environment.
- Proven track record of building and leading a high-performing, customer-centric support organization.
- Strong strategic and operational skills, with experience in self-service and AI-driven support solutions.
- Excellent interpersonal and communication skills, with experience working cross-functionally to align support with company-wide objectives.
- Data-driven approach with experience in tracking and analyzing key performance metrics to inform decision-making and continuous improvement.
The estimated annual salary for this role is between $120,000 - $180,000, depending on location and experience.
At Unit4, we offer a competitive benefits package, including:
- Uncapped time off policy
- Remote working opportunities
- Global Wellbeing Days
- Talented colleagues, role models, and mentors
- Commitment to sustainability
- Safe and inclusive working environment
-
Lisboa, Lisboa, Portugal Unit4 Tempo inteiroAbout the RoleWe are seeking a highly experienced Strategic Support Director to lead our global customer support team. This is an exceptional opportunity to join Unit4, a fast-paced and high-growth company delivering enterprise software for a great people experience.Job SummaryThe successful candidate will be responsible for defining and executing a...
-
Director of Customer Experience
2 semanas atrás
Lisboa, Lisboa, Portugal Phiture Tempo inteiroJob OverviewThis role is a fantastic opportunity for a seasoned leader to drive customer success and growth in our Lisbon office. We're looking for someone who can lead, inspire, and develop a team to achieve exceptional results.As Director of Customer Experience, you will be responsible for overseeing the customer success strategy, developing and executing...
-
Lisboa, Lisboa, Portugal Gilbarco Tempo inteiroJob Title: Strategic Director of Excellence for MEAAt Gilbarco, we are seeking a highly skilled and experienced Strategic Director of Excellence for MEA to lead our Centre of Excellence in the Middle East and Africa region. The successful candidate will be responsible for driving the delivery of our strategic objectives by leading execution on project...
-
Strategic Sourcing Director
1 semana atrás
Lisboa, Lisboa, Portugal Hovione Tempo inteiroCompany OverviewHovione is an independent family-owned international group of companies with a strong presence in Asia, Europe, and North America. With over 1,950 team members from 36 different nationalities, we are dedicated to helping pharmaceutical customers bring new and off-patent drugs to market.Job DescriptionWe are seeking a Strategic Sourcing...
-
Strategic Procurement Director
2 semanas atrás
Lisboa, Lisboa, Portugal Hovione Tempo inteiroAbout HovioneHovione is an independent, family-owned international group of companies with a strong presence in the Contract Development and Manufacturing (CDMO) industry. Our innovative technological and productive capabilities have earned us a top spot in the world market.We have over 1950 team members from 36 different nationalities located across Asia,...
-
Strategic Operations Director
1 semana atrás
Lisboa, Lisboa, Portugal Bnberry Tempo inteiroBnberry is a forward-thinking organization seeking an exceptional Strategic Operations Director to support its executive team and drive success through effective KPI implementation and tracking. This role involves working closely with the CEO to identify and maintain key performance indicators, building a comprehensive roadmap for KPI implementation, and...
-
Strategic Customer Experience Professional
1 dia atrás
Lisboa, Lisboa, Portugal Pleo Tempo inteiroPleo is looking for a talented individual to join our Spanish team as a Strategic Customer Experience Professional. This role will play a crucial part in ensuring the success of our customers and helping them achieve their goals.About the RoleThis is an exciting opportunity for a motivated and experienced professional to take on a challenging role that...
-
Strategic Communications Director
Há 1 mês
Lisboa, Lisboa, Portugal The International Dialogue Centre Tempo inteiroJob Title: Strategic Communications DirectorJoin The International Dialogue Centre as a Strategic Communications Director and play a key role in shaping the organization's global communications strategy. As a member of the senior leadership team, you will be responsible for developing and implementing a comprehensive communications plan that showcases the...
-
Strategic Partnerships Director
2 semanas atrás
Lisboa, Lisboa, Portugal Tlc Worldwide Tempo inteiroWe're looking for a Strategic Partnerships Director to join our MarTech solution at Tlc Worldwide.With 30 years of experience connecting people with experiences that match their passions, we've become the global solution to reward consumer behaviour with experiences. Operating from 14 worldwide hubs, we connect millions of consumers with over 150,000 venues,...
-
Strategic Project Director
1 semana atrás
Lisboa, Lisboa, Portugal Capgemini Tempo inteiroUnlock a fulfilling career as a Strategic Project Director at Capgemini, where you'll drive transformative projects and shape the future of businesses. With our hybrid work model, enjoy flexibility and work-life balance in Lisbon.
-
Customer Success Director: EMEAA
4 semanas atrás
Lisboa, Lisboa, Portugal Tracer Tempo inteiroCustomer Success Director: EMEAAAt Tracer, we are committed to delivering exceptional customer experiences that drive business growth and success. We are seeking a seasoned Customer Success Director: EMEAA to lead our EMEA region and spearhead strategies to drive customer success initiatives.Key Responsibilities:Strategic Leadership: Develop and execute a...
-
Strategic Project Director
Há 1 mês
Lisboa, Lisboa, Portugal Zumub Tempo inteiroThe Strategic Project Director will report directly to the CEO and will be responsible for leading strategic projects that are critical to the organization. This role will involve collaborating with various departments within the organization, as well as potentially working with external consultants and stakeholders.Responsibilities:Identify, analyze, and...
-
Strategic HR Director
Há 6 dias
Lisboa, Lisboa, Portugal Grupo Data Tempo inteiroAbout Us:Grupo Data Portugal is a renowned consulting firm specializing in software engineering, dedicated to delivering innovative solutions and exceptional services to our clients.We are seeking an experienced Strategic HR Director to join our dynamic environment and oversee all aspects of human resources.Role Overview:As the Strategic HR Director at Grupo...
-
Strategic Project Director
2 semanas atrás
Lisboa, Lisboa, Portugal Zumub (Combinação Pura, Lda.) Tempo inteiroThe Strategic Project Director will report directly to the CEO and will be responsible for initiating, planning, executing, and closing strategic projects that are critical to the organization.This role will involve liaising with various departments within the organization, as well as potentially working with external consultants and stakeholders.Key...
-
Customer Experience Director
2 semanas atrás
Lisboa, Lisboa, Portugal Hospes Infante Sagres Porto Tempo inteiroAbout Hospes Infante Sagres PortoWe strive to deliver a truly memorable experience to our guests. As Customer Experience Director, you will play a key role in making this happen by managing all aspects of the front office, including guest registration, porter services, business center, telephone services, concierge services, and guest reservations.Team...
-
Procurement Strategic Sourcing Director
Há 6 dias
Lisboa, Lisboa, Portugal Team Global Tempo inteiroCompany OverviewAt Team Global, we are a leading digital enabler for companies and entrepreneurs. Our mission is to shape technology and empower businesses with innovative digital services.We serve over 3.3 million customers in Europe and have more than 2000 experts to support them. Our goal is to provide everything our customers need to succeed online by...
-
Customer Experience Associate
3 semanas atrás
Lisboa, Lisboa, Portugal Abroad Experience Tempo inteiro**Customer Care Role**OverviewAs a Customer Care Agent at Abroad Experience, you will be the key point of contact for European customers, handling incoming communications and contributing to improve customer satisfaction. Your duties include maintaining expert knowledge of our company products and services, providing vital insights of customer needs, and...
-
Customer Experience Specialist
Há 1 mês
Lisboa, Lisboa, Portugal Abroad Experience Tempo inteiroCustomer Care AgentAt Abroad Experience, we're seeking a highly skilled and customer-focused Customer Care Agent to join our team at our European HQ in Zoetermeer. As the key contact person for European customers, you'll work closely with our team and the second line of support to provide exceptional customer service. Your duties will include handling...
-
Lisboa, Lisboa, Portugal Boston Consulting Group Tempo inteiroJob SummaryWe are seeking a highly experienced and skilled Strategic Supplier Management Director to join our Enterprise Procurement & Payables function at Boston Consulting Group. The successful candidate will lead our global supplier risk and sustainability management efforts, driving strategic leadership and oversight across our teams.Key...
-
Customer Experience Engineer
Há 3 dias
Lisboa, Lisboa, Portugal Customer Labs Tempo inteiro**About Customer Labs in Lisbon**Lisbon, Portugal's vibrant capital city, is a hub of rich history and culture. The majestic São Jorge Castle overlooks the Tagus Estuary and Ponte 25 de Abril suspension bridge. Nearby, the National Azulejo Museum showcases centuries-old ceramic tiles.We engineer exceptional customer experiences for forward-thinking brands...