Head of Customer

3 weeks ago

Maynooth, Co Kildare, Ireland EasyGo Full time

We are seeking a dynamic, results-driven, and customer-centric individual to lead our Customer & Client Service department. As the Head of Customer & Client Service, you will play a pivotal role in ensuring our customers have an exceptional experience throughout their entire journey with EasyGo. You will be responsible for building and leading a team of customer service professionals, optimising service operations, and establishing processes that promote customer & client satisfaction.

Key Responsibilities:

  • Lead, develop, and mentor the Customer & Client Service team to ensure optimal performance and growth.
  • Define and implement the overall customer & client service strategy in line with company objectives.
  • Collaborate cross-functionally with other departments (sales, marketing, operations, and product development) to drive customer-centric initiatives.
  • Build a culture of excellence, accountability, and continuous improvement within the customer service team.

Customer Experience & Satisfaction

  • Oversee customer/user support B2B and B2C channels, including phone, email, chat, and social media, ensuring high-quality service delivery.
  • Proactively identify trends in customer feedback, product issues, and service improvements to drive solutions and achieve the agreed customer SLAs.
  • Develop and execute strategies to address customer pain points, with a focus on improving retention, loyalty, and lifetime value.
  • Champion the customer voice, ensuring feedback is shared and considered in company decision-making.

Client & Relationship Management

  • Build and maintain strong relationships with clients, customers and users, acting as their primary point of contact for all service-related matters.
  • Oversee the delivery of services to clients and ensure that all client needs are met in a timely and professional manner.
  • Manage client issues and complaints, ensuring quick and effective resolution. Track and follow up to ensure client satisfaction.
  • Collect client feedback and generate reports to monitor service performance and identify areas for improvement.

Operational Excellence & Efficiency

  • Develop and optimise customer service processes, tools, and systems to improve efficiency and enhance customer experience.
  • Establish KPIs, track performance, and implement process improvements to ensure effective service delivery and issue resolution.
  • Monitor and report on key metrics such as customer satisfaction, response times, resolution rates, and more.

Team Management & Development

  • Provide continuous coaching, feedback, and performance evaluations to support team members' growth and success.
  • Foster a positive work environment that promotes collaboration, respect, and empowerment.
  • Act as the main point of contact for all customer & client service-related matters with leadership teams and external stakeholders.
  • Work closely with the product and technical teams to communicate customer feedback, identify areas for improvement, and provide solutions to recurring issues.

Qualifications & Skills:

  • Bachelor's degree in Business Administration, Operations, or a related field (Master's degree is a plus).
  • 7+ years of experience in customer & client service management, with at least 3 years in a leadership role, preferably in the automotive, EV, or tech industry.
  • Deep understanding of customer service best practices, digital tools, and strategies, including CRM software and contact centre management systems.
  • Proven track record of leading a team, building high-performing cultures, and driving customer satisfaction.
  • Strong problem-solving, communication, and interpersonal skills with the ability to work collaboratively across teams.
  • Excellent analytical skills with a data-driven approach to decision-making.
  • Passion for electric vehicles, sustainability, and delivering exceptional customer experiences.
Seniority level

Not Applicable

Employment type

Full-time

Job function

Customer Service

Industries

Services for Renewable Energy

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