Head of Customer Experience
4 weken geleden
The Head of Customer Experience Benelux will be responsible for leading and scaling the customer service operations to drive customer satisfaction, retention, and growth. This role will oversee the Onboarding, Support, Key Accounts and Strategic Account Management teams, working closely with product and sales teams to increase Net Revenue Retention (NRR), and create a cohesive commercial ecosystem.
About the TeamYou will lead a team of 6 direct reports and additional 4 indirect reports composed of Customer Success Managers, Onboarding Specialists, Strategic Account Manager and Benelux Support team.
Your 12-Month JourneyDuring the first 3 months, you will spend learning about systems, our three product lines - Recruitee, Javelo and Kiwi HR, our processes and learning directly from your colleagues. You will also be closely connected with other Heads Of Customer Experience in France & DACH.
Within 6 months, you're knowledgeable around all of our systems. With your help, the team will be increasing adoption in a proactive manner. You have helped the team to be a high performing - collaborative team with a customer centric mindset.
After 1 year, together with the team, you have achieved the retention goals, by further optimizing the customer journey, partnering with various departments and keeping on top of the metrics.
Key Responsibilities- Drive Retention and Growth
- Achieve higher NRR through strategic initiatives that reduce churn, increase upsell/cross-sell opportunities, and effectively manage customer migrations.
- Collaborate with the product team to identify and address customer pain points, enhancing customer satisfaction and retention.
- Partner with the Strategic Account Manager (SAM) team to leverage upsell and cross-sell opportunities.
- Team Leadership and Development
- Lead and develop a high-performing customer service team, including the Onboarding Team, Key Account CSMs, Support Team, and SAMs.
- Hire and onboard a Support Team Lead to manage and scale the Support Team effectively.
- Foster a collaborative culture that encourages cooperation between the Support, CSM, and SAM teams, driving commercial success.
- Strategic Collaboration
- Work closely with the VP of Sales BLX to refine the sales handover process, ensuring a seamless transition and optimal setup for upselling.
- Build and implement a commercial customer success forecasting cadence to align customer success strategies with broader business goals.
- Operational Excellence
- Establish structured cooperation between Support Agents, Onboarding Specialists, CSMs, and SAMs to create a cohesive and efficient commercial ecosystem.
- Optimize the customer journey from onboarding through ongoing support and strategic account management.
- Monitor and analyze customer success metrics, providing regular updates to the BLX leadership team.
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