Customer Experience Lead - Salary 60k€ - based in Berlin or Bordeaux

Next Station is an online recruiting platform for international talent. We are building Europe's largest talent network to encourage a more diverse and multicultural human connection going beyond employment borders.

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Your Future Employer

Our partner is the leading European marketplace for refurbished tech devices.

Their core mission: reducing e-waste! ❤

The Job: All You Have To Know

In your position as Customer Experience Team Lead you are in charge of turning customers' feedback into action.

On a daily basis, you analyse feedback on the website and develop solutions to fix the customer experience.

Your Challenges

• Build strong relationships with the Technology team to work hand in hand with them
• Gather Customer Care feedback to make sure you keep capturing the customers' voice and address projects in the right priority order
• Find smart and efficient ways to report blockers to the Customer Care team
• Understand complex and deep dive analysis and turn it into long and short term oriented actions
• Find the right balance between short term quick wins and long term key foundation projects
• Select, implement and run specific tools for the German market (chat, phone, chatbot, etc.)
• Analyse performance and drive specific action plans
• Adapt template messages to the German market
• Benchmark competition and look for the market's best practices

The Talents You Need

• Language skills: native level in German and professional English
• 5+ years of experience with a proven track record of operational project management, driving high impact projects to completion
• Experience in best-in-class customer service organizations
• Strong knowledge of the e-commerce industry and high customer experience expectations
• Experience working in a startup hyper growth environment

You are...

• solution oriented, focused on quick results and lean approach
• a data driven person: you know how to define and track KPIs
• a fantastic team player, thriving in an international environment

Nice to Have Experience

• in Customer Care
• in Process optimization
• working in a market place or consulting

Are you ready to join this dynamic team and contribute your part to saving the environment? Or just share this offer with a friend whom you think is the perfect fit 🙂

Salary range

€48k-60k

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