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.
- 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).
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