Global Head of Customer Care
Polestar Performance AB / Marknadsföringsjobb / Göteborg
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hela Sverige "If you are passionate about people and feel excited about being part of transforming a whole industry - then keep reading!"
We are looking for a proven Customer Experience Leader with a background in driving change and improvement in a successful, international contact centre environment. This is a transformational role with the opportunity to own and drive this change forward. We need a leader with a fresh mind-set to accelerate the transformation, change the quality of our output and drive the 'customer obsessed' message.
This job gives you the unique opportunity to drive Global Customer Care in a newly established global tech company- you will shape our story from the very first chapter.
Let us describe the challenge we offer
There are three main parts to this role; firstly leading the relationship with our outsourced provider and third party suppliers, to deliver world-class and brand defining customer care and secondly capturing and using data and insights to drive better understanding of the customer journeys and where we can make improvements - working with key stakeholders in Polestar to make these improvements a reality. The third area is operational excellence, this is more retrospective and involves complaints, quality and root cause. This role reports to the Chief Experience Officer at Polestar.
We are we are a start-up company with a flat organization with a Go-Get-Attitude and we work with speed and engagement in a collaborative manner. As we are in a phase of setting up our global organisation and developing processes and tools while growing at a high speed a strong experience is required to manage the level of complexity and fast decision taking.
What you 'll do:
Working as part of the Customer Experience team at Polestar you will deliver the strategy and vision to make Polestar one of the world leaders in customer experience.
• Define and deliver the global strategy, organisation and processes to help Polestar become one of the renowned leaders for digital-first, personalized customer experience
• Work collaboratively with our third-party supplier to deliver a world class customer care experience for our customers, leading them on a transformation journey.
• Lead the Customer Care Operations team that manages the commercial and operational relationship with the outsourcer ensuring staffing levels, recruitment and service levels are delivered in line with contractual obligations, business requirements and projected call volumes
• Be obsessed about the customer and be passionate about the user experience. You will build and lead a team to help understand and build innovative customer journeys that underpin exceptional customer experience across the entire shopping and ownership journey
• Use data, analytics and insight to create and continually enhance the digital experience of our customers, delivering actionable insights to the business
• Inspire, coach and support a team of high performing individuals to deliver the best possible experience to our customers, and proactively manage internal and external stakeholders
• Your work will set us apart as a customer obsessed, thought leading digital business and brand
Competence and experience are important, but personality and drive are key
You will be a very experienced Customer Experience Executive with customer obsession at your core with a deep understanding of digital businesses and how to improve the customers digital experience. In this role it 's important to have a proven track record of Outsourced Contact Centre relationship management and leading large multi-skilled teams. And be very experienced at developing strategy and delivering change.
• You are comfortable with managing budgets and have excellent numerate skills, allowing you to lead with a commercially balanced view
• Possess strong communication skills - both written and verbal
• You thrive in fast paced, autonomous working environments
• You are a hands-on leader, experienced operationally and comfortable in both the board room and the Contact Centre
• Have demonstrable experience of analysing customer data and insight which ensure the customer journey and experience is at the heart of everything we do
Polestar - the guiding star.
We are an electric performance brand, determined to improve the society we live in. Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. Our products are excellent, efficient and entertaining. In Polestar's future, there is no room for shortcuts, excuses or compromises. We are all in, dedicated on our ambition. Guiding our industry forward through pure, progressive, performance.
At Polestar, the sky is the limit.
Is this you? Do not wait with your application! We will start the recruitment process immediately.
Are you ready for the journey? Which is electric by the way...
Publiceringsdatum2021-01-20Så ansöker duSista dag att ansöka är 2021-03-31
AdressPolestar Performance AB
Assar Gabrielssons Väg 9
40531 Göteborg
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Polestar Performance AB (org.nr 556653-3096)
Assar Gabrielssons Väg 9 (
visa karta)
405 31 GÖTEBORG
Ansökan E-post:
linn.johansson@polestar.com Jobbnummer 5533140
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