Global CS Process Lead

3 weken geleden


Amsterdam, Noord-Holland, Nederland Just Eat Takeaway Voltijd

About this role

We are seeking a highly skilled Customer Service Strategy Manager to join our team at Just Eat Takeaway. As a key member of our customer service team, you will be responsible for influencing and evolving our customer service strategy and driving operational excellence. This includes process, policy, and behavioral change to drive efficiencies for our customers, restaurant partners, and our business.

You will be accountable for our processes, policies, and strategic roadmap, delivering measurable KPI and experience improvements. This role will also involve leading a team of process and policy specialists to deliver the pipeline of operational improvements needed to hit our annual KPI targets and longer-term vision.

Strong stakeholder engagement is essential as you will be engaging with global cross-functional leadership teams to provide regular updates and shape our 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.

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