Customer Experience Director
2 weeks ago
Ingenico Group is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its extensive footprint gives scale to projects and talents.
The company provides merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.
About the Role:
- Deliver an industry-leading Customer Experience on the delivery of services (including Help Desk, Field Services, Repair)
- Engage internal resources to ensure all services are delivered to Service Level Agreements (SLAs)
- Drive continuous improvement through customer engagement
Main Responsibilities:
- Delivery of allocated customers' SLAs and Net Promoter Score (NPS) ensuring the retention and satisfaction of clients
- Manage internal stakeholders within Operations areas to ensure coordinated delivery of services to clients
- Escalation point for allocated customers in relations to operational services
- End-to-end initiatives delivery (from inception to delivery) via coordination of internal Ingenico resources
- Partner with the Account Manager to support the Pre-sales, commercial, and contract management. Identify new opportunities within accounts
- Forecasting, reporting, and service plans in place with each customer
- Complete asset management and assessment through forecasting activities across swaps, installs, upgrades, and ensuring the correct strategic plans are executed
- Add value to clients through ongoing assessment and recommendations to improve in either processes or service offers
- Partner with the Account Management team and Software Delivery team to ensure delivery of end-to-end solutions for our customers
About You:
- Dedication to customer service
- Able to identify strategic opportunities and deliver on operations
- Strong stakeholder management; liaising with customers both at a strategic and tactical level
- Ability to work and succeed in cross-functional project teams and successfully deliver planned outcomes
- Lead the Service Delivery Managers (SDMs) and Service Delivery Coordinators (SDCs), assign Key Performance Indicators (KPIs), provide feedback, drive recruitment for the team, conduct performance reviews, and drive employee engagement
Requirements:
- Project management and analytical skills
- Effective communicator and presenter
- Team player and effective collaborator
- Results-oriented and able to deliver outcomes
We Offer:
- Estimated Salary Range: $120,000 - $150,000 per annum, depending on location and experience
- Hybrid working arrangement
- Corporate discounts & Recognition
- Flu vaccinations
- Office fruit box
- Social club
- Birthday leave
- Employee Assistance Program
- Comprehensive training and development
- Salary continuance and life insurance
- Paid primary caregiver parental leave
- Learning & development opportunities
- Career progression
Ingenico Group is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds.
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