Customer Experience Lead
External
Berlinbrands · Bratislava, SlovakiaPrepare for this interview
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About the role
KLARSTEIN creates, builds and scales consumer brands globally. Within the last 17 years we have created and built own e-commerce brand KLARSTEIN We plan to grow even further and reinvest in world-class logistics and fulfilment, innovative digital marketing, e-commerce, marketplace development and other sales channels. To fuel this growth, we are looking for talented and highly motivated colleagues like you to join us in shaping the DNA of KLARSTEIN JOIN US! Become a member of one of Europe's leading ecommerce companies and fill out the online application below. Mária Kubíková our Talent Acquisition Manger is looking forward to your application! CEE HQ KLARSTEIN Business Services a.s. Grosslingova 6-8 81109 Bratislava, Slovakia cee@klarstein.com
Responsibilities
- We´re looking for a customer-oriented marketer who has an experience in team leadership (preferably in customer support or marketing department) to join e-commerce company within Europe.
- You will lead a team of CX department (consisting of CRM team and UI/UX team). Together you will be the guardians of customer perspective across entire company, with special focus on DTC customer journey in Europe.
- Customer satisfaction and, pleasurable consumer purchase experience and last, but not least, customer retention will be in your hands.
- Monitoring, reporting and acting upon customer sentiment metrics and their feedback; leading a CRM team to deliver the best-in-class one-on-one support to customers
- Prioritizing UI/UX features of the e-shops; leading a DEV team to deliver top-notch solutions
- Identifying customer needs and taking proactive steps to maintain positive experience
- Evaluating A/B test results
- Developing your team professionally and personally
- Managing cross-department and cross-country projects to improve processes
- Providing connection between all departments in CX topic
- Actively participating in international CX team projects
- Proactively responding to new CX trends and business changes
Requirements
- You have at least 3 years working experience as CX specialist / Customer support TL / - Customer oriented marketing TL
- You speak and write fluently Slovak and English
- Pro-customer oriented mindset
- Analytical thinking - experience with PowerBI is a big plus
- Entrepreneural thinking - ability to take ownership of complex and ambiguous tasks
- Problem solving - identifying root causes (even outside the department) and clearly communicating actions to be taken to resolve the issues
- Experience in leading teams and setting up structures in multi-national companies is a big plus
Benefits
Additional Information
KLARSTEIN has been designing, producing, and selling products in the areas of kitchen appliances, garden & living, sports and consumer electronics since 2005 and is now one of Europe's largest digital companies including around 500 employees around the globe. * from 2000 €/month gross. Depends on experience.
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