Job Description
As the Head of Customer Operations, you will be responsible for playing a strategic role in representing the customer internally and externally with a forward-thinking approach to drive efficiency in daily operations in line with the company roadmap. You will be leading various teams under the Customer Operations department and guiding them in a unified direction in line with maintaining service excellence.
Your leadership, influencing and relationship-building skills will be complemented by a hands-on approach to managing change and you will have a natural talent for motivating and getting the best out of the teams working under your direction. You will be a no-nonsense and fair person, with a can-do attitude and a passion for achieving results.
Responsibilities
- Lead and build teams and processes across Customer Service and Success functions within the wider Customer Operations
- Take ownership of Logistics Operations leveraging third-party service providers when required to ensure proper oversight via tight internal controls on stock management and logistics
- Build and maintain effective customer retention strategies to reduce churn and increase customer loyalty and satisfaction
- Set clear objectives; evaluate progress and instil a high-performance culture with a focus on teamwork and service excellence
- Review and remove bottlenecks and issues impeding efficiency and customer satisfaction
- Ensure that the needs of the department are correctly prioritised in order to proactively manage resource requirements
- Be technically adept in understanding the impact of various changes required on key platforms to customers and the department and proactively mitigate any issues
- Spearhead key operational projects in line with the objectives of the department
- Take ownership of incident and problem management and steer a proactive approach to solving customer-impacting issues
- Partner closely with cross-functional leaders across the company
- Serve as an escalation point and decision-maker for internal and external teams for department-related queries
- Mentor and promote growth with individual team members as well as assist with recruitment efforts
- Promote and maintain a diverse and inclusive work environment
Qualifications / Requirements
- Minimum of 5 years experience in senior roles
- Extensive experience in customer operations
- Excellent communication and interpersonal skills
- Strong leadership skills with the ability to mentor and coach
- Be well organized, pro-active, self-motivated, able to work on your own initiative and eager to learn
- Be decisive and possess a high degree of assertiveness
- Excellent problem-solving skills
