Operations Strategy
3 semanas atrás
About Us
Indie Campers, a leading campervan marketplace, is dedicated to making road trips accessible to everyone. Our digital approach and customer-centric orientation have enabled us to develop a strong booking experience and offer high-quality road trips at affordable prices. With over one million nights rented through our platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.
The Role
As an Operations Strategy - Customer Experience Specialist at Indie Campers, you will be responsible for collecting, analyzing, and leveraging customer information and feedback to drive continuous improvement initiatives. This role is crucial for enhancing our service quality and ensuring our customers have a seamless and positive experience. You will be part of our Operations Strategy team in Lisbon, reporting directly to the Operations Strategy Director, and working closely with other areas of Operations Strategy and Support & Admin teams.
Key Responsibilities
• Develop and implement strategies for collecting customer feedback and data through various channels (surveys, direct communication, social media, etc.).
• Analyze customer feedback to identify trends, pain points, and areas for improvement.
• Collaborate with cross-functional teams to develop and execute action plans based on customer insights.
• Monitor and evaluate the effectiveness of customer experience initiatives and make recommendations for adjustments as needed.
• Create and maintain a customer feedback database to track and manage customer information and feedback.
• Conduct regular reviews of customer feedback processes to ensure they are efficient and effective.
• Develop and deliver training programs to educate employees on the importance of customer feedback and how to collect it effectively.
• Prepare and present detailed reports on customer experience metrics and improvement initiatives to senior management.
• Stay up-to-date with industry trends and best practices related to customer experience and feedback management.
Requirements
• Master's degree in Business Management, Engineering, or a related field; minimum of 3-5 years of experience in strategic consulting, customer experience, preferably within the transportation or rental industry or a similar role.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Proven experience in developing and implementing customer feedback strategies.
• Exposed to fast-paced expansion and internationalization; proven track record of developing and implementing strategic initiatives that align with organizational goals.
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Fluency in English is mandatory.
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