Global Customer Experience Lead, London

at  Runna

WE’RE PUTTING TOGETHER A TALENTED TEAM TO BUILD THE #1 TRAINING PLATFORM FOR RUNNERS

We help everyday runners become outstanding by providing world-class training, coaching and community for everyone, whether you’re improving your 5k time or training for your first marathon. To date we have built iOS, Android and Apple watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favourite fitness devices.
We’re growing extremely fast and in November 2023 closed a new £5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. We want to grow as fast as we can into the future and are looking for individuals who will help us get there. For more about our background and growth check out our Careers Page!
We’re now looking ahead to the future and the people who want to help us build and scale Runna. Our aim is to reach millions of subscribers in the next 5 years and be the go-to training platform for any runner. Now is a magical time to join, we’re still small, and everyone makes a foundational difference.

WHAT YOU’LL BE DOING

• You’ll be responsible for overseeing the performance of our incredible customer experience team! With a finger on the pulse of our CSAT & FRT’s, you’ll be a first-in-class Leader, helping to drive performance forward in the Department.
• You’ll use data insights to determine team scheduling & capacity planning forecasts. You’ll be looking at our metrics to determine where we need to bolster our staffing efforts as we head into peak Marathon season!
• You’ll be responsible for leading weekly meetings for the CX Department, reporting on performance metrics and identifying areas for improvement. You’ll also report on our high level metrics during wider company presentations!
• You’ll work alongside our Tech Team to develop our Product feedback loop. Surfacing customer data in intercom and recommending App improvements to improve the experience of our Community and efficiency of our team, with the end goal of reducing our contact rate.
• You’ll develop and own our Customer Experience progression framework, identifying how we can reward and recognise the CX Team for the huge amount of hard work they put in to support our Customers.
• You’ll own the end-to-end Customer Experience strategy. Determining where we should hire geographically, how we can improve our weekend coverage, and implementing a plan to grow our Team in line with our customer base!

A DEGREE ISN’T REQUIRED FOR THIS ROLE, BUT WE DO NEED YOU TO HAVE 4-5 YEARS OF SOLID EXPERIENCE, PARTICULARLY IN FAST-GROWING START UPS

• You’ve had prior experience in a Senior Leadership position, in a Customer Experience or Customer Service Role, ideally in an online capacity. You’re confidence using platforms such as Intercom, Deputy & Slack to support customers.
• You’re comfortable leading large teams of 20+ people, all distributed and based around the world!
• You have a proven track record of improving processes and overseeing and measuring business impact through KPI’s such as CSAT, FRT, Contact Rate & Resolution Times in a 24/7 operation.
• You have experience in Capacity Planning & Scheduling. You’re comfortable crunching your numbers and have a solid understanding of when we need to expand the team based off of growth forecasts.
• You’re obsessed with providing the best Customer Experience in the Health & Fitness Industry!! You’re dedicated to continuous improvement and enjoy investing time into your team to get the best out of them.
• You love strategy Planning; you’re confident in owning & leading strategy planning sessions with your team to determine your priorities on a Quarterly & Annual Basis.
• You lead with empathy! You’re comfortable taking decisions that will benefit our customers to create a happy & fulfilled team.
• You put your team at the centre of every decision you make! You’re always willing to go the extra mile to support them with whatever support they need, whether that be additional coaching, hopping on for an hour at the weekend, or organising a quarterly social!