Director of Customer Experience

About the role:

The Customer Experience Operations Director’s ultimate goal is to oversee the day to day operations, ensure results are met and deliver outstanding customer service. You will have the opportunity to define and build the Operations support model, setting a vision, strategy and driving clear alignment with other functions and teams on responsibilities. Moreover, the Customer Experience Operations Director partners closely with the Customer Experience leadership team to help shape the future direction. You will report directly to the VP of Customer Experience and work closely with the commercial Teams.

What you will do: 

• Represent the voice of the customer across the business, working cross-functionally to ensure best practices and customer experience is at the forefront,
• Build and measure an operational management team to heighten performance, by implementing clear, accountable performance scopes,
• Strategically lead, inspire and develop a senior operational management team to enhance performance by setting clear accountable performance measures,
• Provide leadership to a customer experience operations team. You will identify and provide feedback through 1:1s, put effective personal development plans in place and provide coaching & development opportunities,
• Create a culture and processes which achieve the business goals and objectives with regards to customer service,
• Use Customer Insight and Root Cause Analytics to identify areas of improvements ,
• Drive CSAT improvements and customer delight initiatives by implementing new ways of working,
• Empower and Engage the Customer Experience Team,
• Identify new tools and technologies to better serve the customer,
• Drive cross functional projects with Commercial and Operations. Work effectively with all peers - Commercial, Finance, Marketing, Operations and HR  customer improvements,
• Continually develop improvements and embed successful change projects,
• Drive quality and consistency.

Required Experience:

• Extensive experience of managing operational customer service teams,
• Financial business acumen preparing budgets 
• Hands-on experience in driving change management in a matrixed environment,
• Data-led Customer champion, capable of enhancing experience enhancing experience through data driven decision making and excellent customer service 
• Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets,
• Demonstrates ability to motivate and communicate with others at all levels,
• Possesses strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently,
• Ability to adapt and succeed in a changing dynamic environment
• Oversee and coordinate cross-functionally the resolution of most complex issues and concerns,
• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensure continuous improvement of processes, systems, and communications,
• Improving customer service experience, creating engaged customers and experience to facilitate organic growth,
• Keep track of the latest industry’s developments and know how to apply best practices to areas of improvement,
• Experience in providing hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports.

Professional experience/qualifications

• Minimum 10+ years experience in customer service or related field,
• Experience in a scale up and international environment, 
• Bachelor’s degree or equivalent related experience (Master’s preferred),
• Performs well in a team setting with collaborative input and decision making,
• Cross functional collaboration with a diverse and multi-functional team,
• Must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results without a direct reporting structure,
• Demonstrated success leading a team; previous experience leading managers is a plus,
• Working knowledge of customer service tools and processes, 
• Ability to think strategically and to lead, 
• Excellent verbal and written communication skills.

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.