Head of Customer Experience (Multilingual)
New
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ScentoE-commerce
Remote-friendly within the EU; remote from anywhere in the EU.Full-TimeDirector
Salary€100,000 – €130,000 gross per year, full-time, permanent contract, plus an annual performance bonus.
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Job Details
- Languages
- Fluent English plus French or German.
- Experience
- 8+ years in customer service or CX, including 3+ leading multilingual teams in e-commerce.
- Required Skills
- Customer serviceQuality Assurance
Requirements
- Bring 8+ years of experience in customer service or CX.
- Have 3+ years of experience leading multilingual teams in e-commerce.
- Have strong process experience.
- Have strong tooling experience.
- Have strong quality-assurance experience.
- Be fluent in English and either French or German.
Responsibilities
- Lead customer care across Scento's European markets.
- Set service standards, tone of voice and response times, and build a customer help centre.
- Turn customer feedback into fixes with the product, operations and curation teams.
- Lead and coach Customer Care Specialists, growing the team language by language.
- Plan capacity for peaks such as the perfume advent calendar and gifting season.
- Choose and improve the tooling, quality assurance and reporting behind customer conversations.
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