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Customer Experience Team Lead till Skyltmax i Landvetter

2 months ago

Gothenburg, Västra Götaland, Sweden KFX HR-partner Göteborg Full time
Om tjänsten

Vi söker en erfaren ledare som kan leda och driva vår kundupplevelse avdelning framåt. Du kommer att ha ett övergripande ansvar för att leda och engagera ditt team på en operativ nivå. Du kommer att ansvara för avdelningens operativa processer och arbetssätt med kundupplevelsen i fokus.

Arbetsuppgifter

En del av dina arbetsuppgifter kommer att vara:

  • Schemaläggning, planering, strukturering och prioritering av den dagliga driften för att säkerställa ett sömlöst flöde och en enastående kundservice och kundupplevelse.
  • Upprätthåll en tydlig bild av bolagets affär och strategiska riktning framåt.
  • Upprätthåll en daglig översikt över alla kommunikationskanaler, KPI:er och OKR:er och utveckla relevanta rapporter, KPI:er och rapporteringsstrukturer på operativ nivå för att säkerställa en förbättrad kundupplevelse.
  • Coacha teamet i att sätta upp OKR, utvärdera OKR och arbeta med aktiviteter och initiativ.
  • Analysera och driva avdelningens utveckling framåt på operativ nivå och säkerställ alignment till bolagets och avdelningens strategiska plan.
  • Ha ett strategiskt och proaktivt affärsfokus.
  • Arbeta för ett decentraliserat ledarskap i en föränderlig miljö och skapa en tydlig och transparent feedback kultur.
  • Vara drivande i att säkerställa ett fungerande samarbete på kommersiell nivå och med andra avdelningar på bolaget.
  • Rekrytering och onboarding av nya medarbetare till CX avdelningen.
  • Leda möten på operativ nivå.
Kvalifikationer

För att trivas i rollen behöver du ha ett tydligt affärsfokus i ditt ledarskap. Vi ser att du har tidigare erfarenhet som teamleader eller team manager inom kundservice, gärna inom e-handel. Du trivs i en föränderlig miljö på ett företag i en tillväxtresa. Du drivs av att coacha och motivera dina medarbetare mot tydligt uppsatta mål. Du har erfarenhet av att ta fram och följa upp mål, OKR:er och KPI:er. Då företaget arbetar mot en internationell kundbas är det viktigt att du är flytande i svenska och engelska i tal och skrift.

Övrigt

Tjänsten är en tillsvidareanställning och du blir anställd direkt hos Skyltmax. Arbetstiderna är förlagda vardagar under kontorstid, med flexibilitet. Skyltmax erbjuder fantastiska förmåner såsom bland annat dagliga frukostbuffé, eget gym och tillgång till personlig tränare, en betald träningstimme varje vecka och ett spel- och aktivitetsrum.