Strategy & Planning Lead - Customer Experience
Strategy & Planning Lead - Customer Experience
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Job Description
We power peoples progress.
At Preply were all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor craft a personalized learning journey and stay motivated to keep growing. Our approach is human-led tech-enabled - and its creating real impact. So far 90000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change fuels ambition and drives progress that matters.
Meet the team!
This role is reporting directly to our VP of Customer Experience. At Preply we boast the largest and most diverse Tutor base across all online language learning platforms and our Tutors play a pivotal role in achieving our goal of unlocking human potential through learning. We are constantly pushing the boundaries conducting hundreds of AB tests and identifying opportunities to enhance the experience for both our students and tutors.
As a Strategy & Planning Lead- Customer Experience you will play a critical role in driving the growth and success of the Supply & Customer Care Chapters. At Preply the Supply Operations team strives to empower Tutors to deliver exceptional learning outcomes and the Customer Care team ensures that students and tutors receive world-class support at every step of their journey. Together these teams are central to creating seamless engaging and high-quality experiences on our platform.
You will leverage your strategy toolkit and project management abilities to drive business performance improve service levels and position Preply as the #1 choice for both Tutors and Learners in the EdTech space.
As a Strategy & Planning Lead you will:
- Be responsible for target setting forecasting and managing the Supply & Customer Care Business Plans (ie: OKR planning overseeing cross-team alignment) and budget.
- Lead key strategic initiatives that drive high impact across Preplys Customer Experience teams. Examples include evolving our commission model geo-expansion value driven customer care service models marketplace pricing Customer Care outsourcing to name a few.
- Collaborate cross-functionally with Product Data Research and other CX Teams to identify and implement process improvements that elevate both tutor and student experiences.
- Provide insights and recommendations on market positioning product differentiation competitive strategies and customer service best practices.
- Assess and prioritize new market segments product offerings partnerships and care delivery models based on business impact and customer needs.
- Conduct regular data-driven analysis and research to identify areas of improvement and growth across both Supply and Customer Care operations.
What we are looking for:
- 5 years experience in inhouse strategy top-tier management consulting or similar.
- EdTech or Big Tech experience are highly appreciated.
- Demonstrated experience leading highly impactful projects cross-functionally
- Excellent written and verbal communication skills including the ability to create compelling presentations and reports for executive audiences.
- Excellent data analytical and problem-solving skills (including financial modeling) with the ability to synthesize complex information into actionable insights.
- Comfortable building dashboards using BI tooling (ex: Looker) and running basic SQL queries.
- Ability to simplify complex problems create pragmatic solutions and find shortcuts.
- Strong interpersonal skills and the ability to cultivate collaborative relationships across different teams and levels of seniority
- Customer-centric empathetic mindset with excellent listening skills.
- Passion for education and a deep understanding of the challenges and opportunities in the EdTech industry.
- This role will be based out of our Barcelona hub! If youre open to relocation this is something we can support.
Why youll love it at Preply
- An open collaborative dynamic and diverse culture;
- A generous monthly allowance for lessons on Learning & Development budget and time off for your self-development;
- A competitive financial package with equity leave allowance and health insurance;
- Not in Barcelona We offer an attractive relocation package to join us in our Preply Barcelona Hub
- Access to free mental health support platforms;
- Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
- The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).
Our Principles:
- Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
- We do it for learners - For both Preply and tutors learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
- Keep perfecting - To create an outstanding customer experience we focus on simplicity smoothness and enjoyment continually perfecting it as every detail matters.
- Now is the time - In a fast-paced world it matters how quickly we act. Now is the time to make great things happen.
- Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals focus on what matters and utilize our resources efficiently.
- Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories unlocking meaningful insights to guide our decisions.
- Growth mindset - We proactively seek growth opportunities and believe todays best performance becomes tomorrows starting point. We humbly embrace feedback and learn from setbacks.
- Raise the bar - We raise our performance standards continuously alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
- Challenge disagree and commit - We value open and candid communication even when we dont fully agree. We speak our minds challenge when necessary and fully commit to decisions once made.
- One Preply - We prioritize collaboration inclusion and the success of our team over personal ambitions. Together we support and celebrate each others progress.
Diversity Equity and Inclusion:
Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.
Preply will consider all applications for employment without regard to race color religion gender identity or expression sexual orientation national origin disability age or veteran status. Together we are The World Class.
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Employment Type
Full Time
