Head of Customer Experience

A well-known and large global company is seeking a talented and experienced individual to join their team as Head of Customer Experience. This exciting role will provide the opportunity to make a significant impact on the company's customer satisfaction and retention rates.

Responsibilities

• responsibility for all aspects of customer experience management, including customer service, satisfaction, loyalty, and operational excellence.
• Management of 850 employees across Israel.
• Management of complex operations.
• Implementation and embedding of efficient work processes and monitoring them with managers and employees.
• Setting goals based on strategy and measuring them.
• Improving the customer experience through continuous service improvement.
• Management of special cross-organizational projects.
• Building and implementing customer service for new products.
• Proper management of knowledge within the organization.

Qualifications

• Minimum of 7 years of experience managing customer service centers with at least 100 employees - required
• Experience in service management in a variety of industries, including high-tech-required
• Experience in managing 24/7 customer service - required
• Experience in managing complex operations - required
• Proven ability and experience in building new processes in the service world
• Knowledge and experience in data analysis and KPI metrics and the ability to get down to the details.
• Experience and knowledge in employee training.
• High emotional intelligence and ability to work with people from different backgrounds.
• High interpersonal communication skills.
• High level of English proficiency- required.