Job 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.
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