VP of Customer Happiness
Tractive
We’ve introduced a 3-day weekend for all full-time employees, at full salary. From June 2022, we’ll work 35-hour, 4-day weeks
Posted 1 month ago
Only considering candidates eligible to work in Linz, Austria ⚠️
About us
We're the world's most-trusted name in keeping cats and dogs safe and healthy. The secret to that success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents.
Your territory
As VP of our Customer Happiness team, you will:
- Become our strategic partner and key voice when it comes to delivering a best-in-class customer experience around the globe
- Develop and execute a customer experience strategy that aligns with the company's mission and values
- Develop and implement strategies to enhance the customer experience and drive customer loyalty
- Provide leadership and guidance to a world class internal and external customer service team consisting of 50+ customer service managers
- Closely analyze relevant KPIs and subsequently create strategies or optimize teams to drive quality and speed of customer service
- Act as a thought leader and advocate for the customer within the organization
- Partner with other teams to drive customer-centric initiatives and projects
- Analyze customer feedback and data as basis for decision making and continuous improvement
- Employ a strong solution-oriented approach and think outside the box to solve complex customer service challenges
- Independently manage budgets and resources for the whole customer service area
- Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
Your profile
Key requirements:
- At least 5 years of experience in a key leadership role in customer experience management in a fast growing company (ideally in a consumer product area like Tractive)
- Proven track record of building and leading high-performing teams
- Experience with customer data analysis and customer feedback systems
- Experience with Zendesk (or a similar platform)
- Experience in complex problem solving and a strong knowledge in project management
- Ideally a good understanding in software development with connected devices
- Excellent English skills
Does this sound like you?
- Empowering and dedicated team leader with a good technical understanding
- Solution-oriented, organized and analytical mindset
- Passionate about developing top talent in a high-growth environment
- Innovative mindset with a deep understanding of customer service best practices and the needs of the company's customers
Salary range
Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 80,000 full-time. At Tractive, that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.