Global CS Process Manager

14 uur geleden

Amsterdam, Noord-Holland, Nederland Just Eat Takeaway Voltijd
{"title": "Customer Service Strategy Lead", "content": "About this role

We are seeking a highly skilled Customer Service Strategy Lead to join our team at Just Eat Takeaway. As a key member of our customer service organization, you will play a critical role in shaping our customer service strategy and driving operational excellence across our business.

As a Customer Service Strategy Lead, you will be responsible for leading a team of process and policy specialists to deliver operational improvements that drive efficiencies for our customers, restaurant partners, and our business. You will work closely with cross-functional teams to identify priorities and engage our Portfolio & Change specialists to ensure initiatives are prioritized and delivered effectively.

Strong stakeholder engagement is essential in this role, as you will be working with global cross-functional leadership teams to provide regular updates and shape our customer service strategy.

The scope of work will vary from local CI opportunities to drive experience, quality, engagement, and cost efficiencies through to larger strategic programs and projects.

Key responsibilities
  • Recommend opportunities relating to our global policies and processes that guide agent interactions with our customers, restaurants, grocery, and delivery partners.
  • Responsible for the input into the design of channel and contact strategy across all lines of business, including the use of technology and personalization capabilities.
  • Supports the embedding of a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organization.
  • Proactively address problem areas and improve efficiencies meeting business goals and timelines with a focus on optimizing E2E journeys.
  • Work closely with other JET teams (e.g., Product, Tech, delivery ops, Sales) covering all markets to ensure joined-up policies and processes are developed and implemented in a consistent way with local market nuance where required.
  • Use data and insights to help drive decision making and shape future priorities and opportunities.
  • Lead a team of specialists - providing direction, support, and growth opportunities, fostering a collaborative and high-performance work environment within the team.
What we're looking for
  • CS experience is vital. Ideally within a tech-based company.
  • Proven ability to identify process improvement opportunities and fix them.
  • People leader who is a champion of development and engagement.
  • Analytical with experience using data to drive decision making.
  • Able to take a lead and develop projects that cut across multiple departments.
  • Will be able to command respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
  • Must be able to blend strategy with pragmatism and flex according to situation and priorities.
  • A base knowledge of business improvement and CI tools, techniques, and approaches to coach and mentor a team.
", "lang_code": "en-US"}

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