Our client is looking for Head of Customer Operations within the International Team who will be responsible for developing customer service strategy International in alignment with the overall objectives of our wider Customer Experience and organisational efficiency objectives.

Accountabilities:
Design, operate and report on International Customer Experience, to ensure business standards are met or exceeded, and support the vision to include the development and ongoing attainment of KPI’s, with corrective action plans drawn up, reviewed and agreed, as required
Overall ownership for the onboarding, support, billing and debit management of international customers and operator partners
Work closely with product / sales teams within International to provide the highest levels of attainable service to both customers and operators
Relationship Management of key and strategic customer accounts for high net customers
Assurance and proactive delivery of customer SLAs and targets as stipulated in customer contracts, ensuring the business exceeds customer / operator expectations, achieves optimum levels of customer / operator satisfaction.

Experience:
Proven design and delivery of customer experience skills at senior management level
Substantial experience within the ICT industry
Have broad experience in the delivery and on-going support of customer operations teams
Significant relevant experience in client relationship management and onboarding
Ability to build operational KPI’s and reports
Strong financial skills and commercial acumen
Managing own Operational Expenditure budget
Operating with significant autonomy and latitude in meeting objectives of the role

Please contact ASL for further information on 01534 500000

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