Match score not available

Head of Customer Experience at 3Сommas

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Spain

Offer summary

Qualifications:

5+ years in customer experience roles, 2+ years in leadership positions, Bachelor’s degree in Business or related field, Strong leadership and communication skills, Experience in budget management.

Key responsabilities:

Align customer experience strategy with company goals
Design initiatives to improve customer journey and satisfaction
Oversee collection and analysis of customer data
Lead and mentor the CX team for growth
Collaborate with departments to optimize strategies

3Commas.io

See more 3Commas.io offers

Job description

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

5+ years in customer experience, customer success, or related field, with 2+ years in leadership roles.
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).

We Offer:

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