Vp of Customer Happiness
vor 3 Wochen
**About us**: We're the world's most-trusted name in keeping cats and dogs safe and healthy. The secret to that success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents.
**Your territory**
As VP of our Customer Happiness team, you will:
- Become our strategic partner and key voice when it comes to delivering a best-in-class customer experience around the globe
- Develop and execute a customer experience strategy that aligns with the company's mission and values
- Develop and implement strategies to enhance the customer experience and drive customer loyalty
- Provide leadership and guidance to a world class internal and external customer service team consisting of 50+ customer service managers
- Closely analyze relevant KPIs and subsequently create strategies or optimize teams to drive quality and speed of customer service
- Act as a thought leader and advocate for the customer within the organization
- Partner with other teams to drive customer-centric initiatives and projects
- Analyze customer feedback and data as basis for decision making and continuous improvement
- Employ a strong solution-oriented approach and think outside the box to solve complex customer service challenges
- Independently manage budgets and resources for the whole customer service area
- Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
**Your profile**
Key requirements:
- At least 5 years of experience in a key leadership role in customer experience management in a fast growing company (ideally in a consumer product area like Tractive)
- Proven track record of building and leading high-performing teams
- Experience with customer data analysis and customer feedback systems
- Experience with ZenDesk (or a similar platform)
- Experience in complex problem solving and a strong knowledge in project management
- Ideally a good understanding in software development with connected devices
- Excellent English skills
Does this sound like you?
- Empowering and dedicated team leader with a good technical understanding
- Solution-oriented, organized and analytical mindset
- Passionate about developing top talent in a high-growth environment
- Innovative mindset with a deep understanding of customer service best practices and the needs of the company's customers
**Salary range**
Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 80,000 full-time. At Tractive, that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.
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