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Head of Customer Experience
2 months ago
We are seeking a highly skilled and experienced Customer Experience Director to join our team at SumUp. As a key member of our organization, you will be responsible for delivering a seamless customer experience across all stages and touchpoints in our merchant journey.
Key Responsibilities- Team Leadership: Build and manage a team of customer experience representatives with a deep domain expertise in resolving all types of merchant issues.
- Problem-Solving and Strategic Thinking: Encourage problem-solving, strategic thinking, and customer-orientation amongst the team.
- Performance Metrics: Set, monitor, and drive optimal performance metrics, including call abandonment rates, average handling time, and customer satisfaction scores.
- Cross-Functional Collaboration: Advocate for changes and actions from other departments' ways of working and cross-functionally collaborate with teams to implement any changes required for the improvement of our overall merchant experience.
- Quality Standards: Establish and maintain quality standards for customer interactions.
- Training and Coaching: Provide ongoing training and coaching to enhance team performance.
- Analytics Strategy: Create and implement an analytics strategy for best-in-class service delivery.
- Compliance and Efficiency: Ensure compliance and efficiency in all operational aspects.
- Data Analysis: Analyze data to identify trends and areas for improvement.
- Improvement Plans: Implement improvement plans as needed to ensure high-quality service, performance management standards, and a top-notch merchant experience.
- Leadership and Mentoring: Provide leadership and mentoring to CX team members in establishing department objectives related to performance, policies, and procedures management.
- Efficiency and Customer Experience: Optimize efficiency, enhance customer experience, and drive strategic initiatives to elevate the overall performance of the call center.
- Collaboration and Communication: Collaborate with other departments to improve overall merchant experience.
- Goal Achievement: Achieve both short and long-term goals and process improvements to achieve service levels and continuously enhance the functionality and cost-effectiveness of the CX department.
- Leadership and Collaboration: Collaborate with leaders across the organization on specific opportunities and projects.
- Standards and KPIs: Monitor and enhance all standards of practice as well as CX key performance indicators (KPIs).
- Hiring and Onboarding: Oversee and ensure the quality of all CX personnel hiring, onboard, and training activities.
- Complex Complaints: Evaluate and resolve the more complex customer complaints/problems.
- Call Center Software: Ensure the effective use of call center software for tracking and reporting.
- Leadership Experience: Leadership experience overseeing a call center operations.
- Cross-Functional Partner: Cross-functional partner with other department leadership.
- Data-Driven Decision Making: Often seeks data and input from others to foresee possible unintended circumstances from decisions.
- Communication and Interpersonal Skills: Superb communication and interpersonal abilities.
- Team Development: Demonstrated success in leading and developing high-performing teams.
- Location: A leader that is able to work in our El Paso office 5-days a week.
- Judgment and Decision Making: Distinguished judgment skills and ability to identify and execute business-based decisions.
- Analytical and Problem-Solving Skills: Strong analytical and problem-solving abilities.
- Proactivity and Adaptability: Proactive in identifying and addressing challenges.
- Business Acumen: Strong business acumen & ability to think and execute responsibilities strategically.
- Prioritization and Time Management: Ability to handle multiple priorities/tasks simultaneously and with composure.
- Technical Skills: Excellent technical skills and the ability to learn new systems and software quickly.
- Change Leadership: Effective at leading organizational change.
- Communication: Demonstrates clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives.
- Comfort with Change: Comfortable working in a fast-paced environment.
- Adaptability: Willingness to adapt to changing priorities.
- Education: Bachelor's degree in business administration, management, or a related field. An equivalent combination of education and experience will be considered.
