Global Manager, Customer Experience (London or remote in the UK)

YOOBIC is hiring!

About

Who we are…
Ubiquitous. Everywhere. What do you see everywhere? Frontline teams. What do frontline teams want? An all-in-one platform that provides all the tools they need to be happy and productive, all in the palm of their hands. That’s where YOOBIC comes in. We are a Digital Workplace helping companies empower their frontline employees, wherever they are, whatever they do, through digitized task management, mobile learning and streamlined communications

Our team is spread throughout the world, with employees in London, New York, Paris, Tel Aviv, Milan and Madrid (just to name a few). Our workforce is made up of more than 17 nationalities who speak more than 10 languages, fostering an inclusive, multi-cultural environment, where everyone is encouraged and empowered to make their impact as we continue to grow our global footprint.

We strive for excellence and take immense pride in the work we do for the 300+ brands we partner with globally. Our clients include Peloton, Lacoste, Burberry, Domino’s Pizza, Puma, Chanel, Canada Goose, Peugeot and UNTUCKit - and the list keeps growing!

Are you ready to be part of the YOOBIC team and redefine the #futureofwork? Check us out at https://yoobic.com

Job Description

What we need…
We are looking for a talented Manager of Customer Experience to lead our Global Customer Experience team. You’ll join a dynamic and client-obsessed team which generates significant contributions to the retention and growth of our customers worldwide.

The Customer Experience group covers two sets of responsibilities:

  • Customer Support: This team is organised in two levels (Support Specialist and Tech Support) and they are responsible for helping all YOOBIC users with their technical and functional issues or question (depending on the support services they purchased)
  • Client Enablement: Recently launched program at YOOBIC, that refers to the large scale strategies and processes to augment a stellar customer experience and education by providing customers with the requisite resources, tools, and guidance to make the most out of our products and services (Help centre, webinars, newsletters, mass communications, user groups, etc.) You will have a real passion for customers and a clear view and experience of how Customer Experience needs to be built to a world-class standard. You will lead an existing team of 7 across Paris, London and Sao Paulo, and be responsible for driving the development of the Customer Experience services.

You will also act as senior stakeholder in business critical and complex client issue resolution, partnering with customer success and account management leaders.

What you'll do…

  • Build, scale and manage a world-class team
  • Take a proactive approach to client issue resolution
  • Be obsessive about building and maintaining exceptional behaviors and driving accountability for actions and outcomes
  • Own all aspects of the Support and Client Enablement programs (structure, organisational chart, capacity, succession plan, onboarding, OKR, etc.)
  • Responsible for your direct reports and their team members (bonus evaluation, OPR routines, career path, etc.), and to develop skills and competencies of team to ensure that the team is highly performing, engaged and successful
  • Partner with relevant stakeholders and other leaders in the organisation to contribute to and leverage standards, methodologies and resources to ensure consistent world-class service and to meet overall company objectives and vision
  • Develop, document and implement processes and frameworks associated with your designated activities, and constantly evaluate performance of programs in place to look for opportunities and areas of improvement
  • Manage staffing and resource utilization including tracking and reporting on forecasts and actuals
  • Responsible for assessing risks, and ensure proper course of action is in place to mitigate risks within your designated scope of work
  • Get involved in client escalations and serve as a senior point of contact for clients with critical escalations, and internally
  • Track and report key metrics and report to management as required
  • Acts as key stakeholder for relevant cross-functional initiatives
  • Serve as a resource for client activities as necessary
  • ... and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!

Preferred Experience

What you have…

  • Strong experience of leading a customer support/experience team within a SaaS based software organisation
  • Strong experience of leading an international and multi-profile team
  • Strong analytical skills (data analysis, reports, KPIs/metrics, etc.)
  • Ability to communicate complex ideas to any audience, ranging from teammates to business executives
  • Experience of mentoring and developing individuals
  • Client-facing and people oriented by nature
  • Proactive, “get things done” attitude
  • Able to be both strategic (long term) and tactical (hands on)
  • Able to learn fast, solve problems and manage escalations effectively
  • Resourceful nature, with excellent interpersonal and communication skills
  • Ability to adapt and to work within an international environment
  • Intellectually curious, tenacious and organised
  • Interest in start-ups and new technologies
  • Fluent in English (any additional language is a plus, particularly French, Spanish or Italian)

Additional Information

  • Contract Type: Full-Time
  • Location: London, United Kingdom (W6 8JA)