STELLENBESCHREIBUNG

Als CX Leader bei zvoove bist du Owner der Transformation Roadmap für die Bereiche Customer Service, Customer Success Management und Knowledge Management, um eine hohe Kundenzufriedenheit, Retention und Effizienz sicherzustellen.

JOB DESCRIPTION

As CX Leader at zvoove in Germany, you are the owner of the transformation roadmap for the areas of Customer Service, Customer Success Management, and Knowledge Management, ensuring high customer satisfaction, retention, and efficiency.

• Transformation Orchestration and Management: Together with your team, you are responsible for developing and implementing the CX transformation roadmap in close collaboration with relevant departments
• Process Definition and Continuous Improvement: You define customer service processes in collaboration with stakeholders and ensure continuous optimization to maintain the highest efficiency and customer focus
• Program Definition and Management: Together with your team, you develop and successfully implement CX programs aimed at increasing customer retention and driving growth
• Collaboration with Teams: You work closely with all relevant departments (such as Sales, Product Development, Marketing) to ensure that customer needs are addressed promptly and proactively
• Monitoring & Reporting: You define relevant KPIs to measure goal achievement and create regular progress reports for the senior leadership team
• Team Development: You are responsible for the development of your team members through coaching and regular feedback
• Best Practices sharing: You organize the exchange of best practices both within zvoove Germany and within the global zvoove group