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Head of Customer Operations

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  • Contact:

    Jevon Barnes

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  • Published:

    2 months ago

  • Expiry date:


Hamlyn Williams has partnered with a global-leading FinTech business, which is revolutionising the world of e-commerce and fashion retail. This company is currently looking to grow out its Consumer Operations function and is seeking a Customer Experience Manager to lead their Social Media subdivision.

Job Description
You will …

  • Measure CX. Confirm and establish measurement and review of E2E CX indicators on a regular basis with senior stakeholders of each function and agree actions to close performance gaps and drive customer-centric joined-up decision-making
  • Define CX and customer offer. Develop a target coherent customer experience across touch-points and customer propositions that will strengthen the business position as a lifestyle destination 
  • Operationalise strategic priorities. Translate high-level strategic priorities and opportunities into structured projects with clear financials and action plans for key functions
  • Manage mission teams. For high-caliber cross-functional projects, manage mission teams to ensure fast realisation of the value for customers through clear OKRs, stakeholder alignment, pragmatic execution including piloting/experimentation and effective roll-out
  • Track implementation. Establish a Quarterly governance with Execs to report on progress of key missions, CX KPIs along with Directors of key functions

We’d love to meet, someone with…

  • Exceptional analytical and problem-solving skills, critical thinking
  • Experience of project-management in large-scale organisations with digital mindset and/or consulting experience
  • Proven track record of managing and influencing a group of diverse stakeholders at different levels of organisation, internal and external collaboration
  • Ability to communicate complex concepts in a structured, simple way
  • Experience running BPO operations, and monitoring SLA's & KPI management
  • Experience with Vendor management
  • Self-initiative and ability to deal with ambiguity
  • Bachelor's degree; or Advanced graduate degree (e.g., MBA, PhD, etc.)