The Brief CEM is leading the customer experience team, manages the processes, and performance of company core business, as well as the affiliated companies in which Welthee invests and support their growth.
The CEM reports to the COO and is a member of the executive team.
Number of Direct Reports : In the beginning none, but in the first three months, we anticipate hiring several team members.
Roles and Objective : The CEM roles require proficiency not only in customer experience but across multiple business functions like sustainable growth, and advanced marketing innovation.
Main activities :
Communicate, understand and implement the Customer Service strategy
Developing, set up Customer Experience / Success processes for core & affiliated business structures
Interact with Customer, and community, offer support and is actively involved with the relationship build with investors
Develop Customer Satisfaction policies in correlation with company culture and brand image
Map customer expectations and build a knowledge center tailored fit with customers & investors needs
Develop and implement customer retention programs and measure customer engagement with company and affiliated structures
Collaborate with other departments : marketing, product, etc. Stay on track with the company vision, trends, developments to cascade them appropriately into the customer success team framework
Hire, train and retain a high performant and motivated team
Ensure Employee Engagement and propose rewards and recognition scheme in sync with other company departments
Responsible for the Productivity and Efficiency of the Customer Success teams
Create and adapt customer service key performance indicators for various levels / tiers of customer / Investors / Multi Level Stakeholder Management
Recommend commercial / sales initiatives that can drive business growth, based on customer behavior and analytics
Stay updated with crypto, fintech markets, learn about new trends, competition, big players in the industry and benchmark policies to update and manage change within Welthee companies structures
Other tasks requested by management
Knowledge of various customer success organizational structures, processes, policies, performance indicators, customer success trends and requirements
A proven track record of managing successful teams
Proven track record of being an effective communicator
Strong coaching and facilitation skills
Experience in implementing new ideas through persuasive reasoning
A track record in change management through communication and working with data based decision making
The ability to see the whole picture and convince, rather than force, compliance with defined standards
Experience in working with analytics, big data
Experience with HubSpot is a plus.
Exciting & independent projects in a dynamic, transforming industry with strong growth;
A job based on trust, personal responsibility and feedback;
Motivating, inspiring work atmosphere and a trusting working relationship;
Agile work processes and structures;
Permanent employment contract;
24 days of recreational leave;
Flexible working hours;
Guaranteed training budget, personal development opportunities;
Company pension scheme;
Regular team events;
You want to shape this path together with us?
Then apply and join our team! "