Set in the heart of one of Europe s most popular cities to live, a leading boutique CX company is hiring a Head of CX Operations to join their fast growing team.
This CX boutique specialises in providing incredibly high standard customer experience supprot for fast-growing scale-ups across Europe.
The Head of CX Operations will be responsible for overseeing the daily activities of their diverse and international team of passionate customer service experts based in the centre of Valencia.
WHY CHOOSE THIS OPPORTUNITY?
The successful candidate will have the opportunity to take a leading role in one of Europe s top boutique CX companies, leading an incredible team of passionate international talents
You will be supported by a team of inspirational start-up and scale-up entrepreneurs along the way, providing insight and guidance throughout your journey
The chance to live in Valencia, voted the world s number one place to live for foreigners
Make a real impact and be able to see your actions translate into growth for both the company and yourself
Designing policies that provide direction in line with the overall company strategy
Implementing efficient processes and maintaining the high standards
Overseeing the various customer service teams
Implementing exciting new technology solutions
Managing contracts and relationships with assorted vendors, partners and other stakeholders
Mentoring and motivating teams to maximise productivity and engagement
Ensuring compliance with relevant local and international laws (e.g. DPR)
Coordinating strategies to maximise customer retention
Budgeting and expense planning to optimise costs and benefits
Reporting on performance
Evaluating risk and leading quality assurance efforts
Proven success as a CX Success Manager, Operations Director, or similar in a leadership role (ideally 3+ years)
Confident with general business functions including HR, finance and supply chains
IT experience with Customer Service / Customer Experience
Analytical mindset with knowledge of data analytics and reporting
A natural problem-solver
Top-tier organisational ability and leadership ability
Incredible communication and negotiation skills
Fluent in English and Dutch would be preferable, other languages are always a plus!
The successful candidate will have the attitude to match the experience, someone who has the energy to motivate others and create a great working environment for everyone!