Head of Customer Experience for e-Commerce Start-up in NYC

Overview

Our client is a customer-centric logistics and delivery company, who work with online retailers to help them differentiate their customer experience. The company is currently taking part on a bigger e-Commerce project with base in NYC.

This is an opportunity of taking part in a big game-changing project for the e-Commerce and retail industries


The Job:

As Head of Customer Experience, you’d have a key role in the company’s growth by leading all efforts around designing, implementing, mentoring and improving their customer experience.

You will be responsible for developing and implementing customer-facing processes and communication strategy. You will build and manage a team of associates who will provide outstanding customer services, answering round-the-clock inquires.

As Head of Customer Experience, you will also identify, track and report on KPIs related to customer experience, and act as final escalation point for your team.

You will work closely with the operations and development teams on product enhancements and collaborate with similar teams in other companies that are part of the same project, to design and implement a unified customer service strategy.


The Fit:

Our client is looking for someone with 3+ years of experience in a similar position (customer service, account management, customer experience), ideally in an early-stage company.

Additional experience in operations management will be a plus.

The successful candidate will thrive in a fast-paced environment and be confident and comfortable making high-impact decisions in a short time with limited information. The role requires someone who is comfortable working on non-high-structured environment and can work on their own initiative while motivating and leading a team.

Impeccable communication skills are required, as well as strong Excel/Google Sheets skills.

Experience with Zendesk, Desk or similar CRM systems is preferred.

 

Location:

Our client’s offices are in a handy location in Brooklyn, NY.

 

 Thank you for your time considering this application, we look forward to hearing from you!

 

                                                                                                             

Claudia Venturino, Recruitment Consultant - Your e-Frontiers consultant for this job

Claudia is a native of Montevideo, Uruguay; she is fluent in Spanish and English and has recently being studying French. She graduated from Universidad Católica del Uruguay with a Degree in Social Communication with specialisation in Organisational Communication, and is currently studying for a Masters in Business Administration in Universidad de la Empresa, in Montevideo via distance learning. Claudia has a variety of experience in Marketing and Customer Service roles in different industries including financial, logistics and telecommunications, and she has spent some time as an assistant professor of Contemporary Communication Trends in Universidad Católica del Uruguay. In e-Frontiers, Claudia works roles within the Customer Life-Cycle, specialising in marketing oriented roles.

Specialises in: Sales, Marketing, Administration, Finance