Head, Customer Success
Head, Customer Success
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Job Description
To lead the entire customer success function ensuring all customer requests inquiries and issues are resolved in a timely and professional manner. This role is responsible for designing and delivering service experience that drives customer satisfaction loyalty and retention
DUTIES AND RESPONSIBILTIES
Manage the daily operations of the entire customer service ecosystem including the Call Center and regional Service Support teams.
Oversee the call-off request function ensuring adherence to all processing and validation SLAs.
Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.
Analyze customer feedback service metrics (e.g. First Call Resolution CSAT) and issue trends to identify and drive systemic improvements.
Develop and implement customer service policies standards and procedures across all teams.
Key Interfaces:
Internal: Distribution Planning Manager Fleet Team Commercial Ops Team Regional Service Managers.
External: Key Partner Stations/Customers.
Requirements
BSc/MSc in Business Management or a related field.
10 years of experience in a customer service leadership role preferably in a B2B environment.
Proven experience designing and managing multi-channel customer service operations.
Strong analytical skills with the ability to use data to improve the customer experience.
Exceptional empathy communication and problem-solving skills.
Benefits
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and innovative work environment.
- The chance to make a significant impact on our business through data-driven insights.
Employment Type
Full Time
