Head of Customer Operations (m/f/x)

at  DemoUp Cliplister

Job Description
At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management platform and content syndication, making us a key SaaS player in Europe’s retail landscape. Join us to expand our network and make an impact!

As the Head of Customer Operations (m/f/x) you will be leading the following 4 teams: customer support, customer onboarding, automation & content management. Therefore you will be responsible for:

• Strategic Leadership & Team Development
• Develop and execute a customer operations strategy aligned with the company’s goals and objectives.
• Establish a high-performing customer operations team, including hiring, training and coaching to drive customer satisfaction, retention, and growth.
• Collaborate with Sales, Product, Marketing & Development teams to ensure alignment on customer needs, product roadmap priorities & sales strategies.
• Process Improvement & Automation
• Develop processes and workflows to streamline customer onboarding, training, and support activities.
• Refine and optimize customer support processes, tools, and methodologies to enhance efficiency, scalability, and customer satisfaction.
• Support and implement automation initiatives in collaboration with our Development team.
• Data Analysis and Reporting
• Establish, track and monitor KPIs to measure the effectiveness of the customer operations teams and drive continuous improvement.
• Utilize data and analytics to gain insights into customer behavior, identify trends, and report customer health to the senior management.
• Escalation Management
• Manage urgent requests with professionalism and proper prioritization, ensuring that our high customer satisfaction is maintained.

Requirements