Are you passionate about creating exceptional customer experiences and driving strategic initiatives? In this role, you will shape the future of our Onboarding, Client Support, and Account Management functions, ensuring a consistently outstanding client journey.
Establish and oversee systems, policies, and processes that enable exceptional client interactions.
Lead customer feedback initiatives, including surveys, interviews, and analytics, to understand client needs and pain points.
Utilise insights to drive innovation, refine services, and enhance the customer journey.
4) Client Support and Success:
Define and implement service level agreements (SLAs) and performance metrics for the support team.
Oversee the adoption of cutting-edge tools and processes to enhance support quality and responsiveness.
Create escalation policies and frameworks that ensure efficient resolution of complex client issues.
Inspire and mentor a team of client experience professionals, including onboarding, support, and account management staff.
A strategic thinker with a proven track record of shaping and implementing customer experience strategies.
Experience in designing and deploying client satisfaction surveys and analysing results to drive change.
At Despatch Cloud, we are committed to transforming how businesses manage logistics, shipping, and customer interactions.