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Head of Customer Experience
3Commas.ioBarcelona, Cataluña, SpainHace 11 días
Descripción del trabajo5+ years in customer experience, customer success, or related field, with 2+ years in leadership roles. Experience in crypto is a must. Strong leadership, communication, and data analysis skills; expertise in CX tools and platforms. Ability to leverage customer insights to drive strategy. Experience working closely with product, marketing, engineering and business development teams. Proven track record in resolving customer issues and improving customer satisfaction. Experience managing budgets and optimizing resource allocation. Bachelor’s degree in Business, Marketing, or related field (Master’s preferred). Flexible working conditions with a priority to work from our offices in Barcelona, Tallinn or Nicosia. Remote work is also open for discussion. Inspiring leadership and knowledgeable, creative, genuinely kind colleagues Paid annual leave, paid sick leave Competitive salary offers based on your skills In-house lessons for your crypto-trading skills
Main Responsibilities
- Strategic Leadership : Align customer experience strategy with company goals. Collaborate across departments to integrate feedback into broader business strategies.
- Customer Experience Optimization : Design initiatives to improve the customer journey, enhance satisfaction, and boost retention and NPS.
- Data-Driven Insights : Oversee the collection and analysis of customer data to inform business decisions and improve products / services.
- Team Leadership : Lead and mentor the CX team, ensuring high performance and continuous growth. Handle recruitment and training.
- Customer Support Management : Supervise customer support, ensuring quick resolution of issues and escalation processes.
- Cross-Department Collaboration : Work with Product, Marketing, and BizDev teams to incorporate customer feedback and optimize onboarding and upselling strategies.
- Budget and Financial Management : Manage CX department budget and track financial impact, focusing on reducing churn and increasing customer lifetime value.
- Reporting and Communication : Provide CX performance reports to leadership, communicate strategies company-wide, and stay informed on industry trends.
Job Requirements
We Offer :
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