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Senior Head of Customer Success

OLX

OLX

Customer Service, Sales & Business Development
Lisbon, Portugal
Posted on Friday, June 28, 2024
We are looking for an experienced, data-driven, passionate and highly collaborative Senior Head of Customer Success for OLX Europe. Your mission will be to drive the success of our customers by empowering our Sales and Customer Success organization with data and insights, tools and platform, and innovation.
You will define the strategy and plan for OLX Europe with our Operational leaders and focus on scaling and improving our Sales and Customer Service tools and processes, leveraging AI and new technology. You will work closely with global as well as local teams to drive innovation. You will manage a team of 17 people (platform, data analytics, and sales and service excellence) to implement those solutions.
This role reports to the General Manager of OLX Customer Unit.

RESPONSIBILITIES

  • Define the future and drive innovation
  • Define the strategy and vision for Sales and Customer Service for OLX Europe – this will be a co-creation process with your key Operational leaders;
  • Own OLX tooling capabilities as well as process, and work with our external tooling partners to support our growing needs. Explore potential tools and services that may bring further efficiency and improvement to our operations;
  • Leverage the latest technologies and AI developments to drive innovation and business results;
  • Continuously look for ways to enhance Sales and Customer Service operations;
  • Drive Operational Delivery and Excellence
  • Engage with internal teams to bring strategy to life via roadmaps, project plans, and stakeholder management.
  • Ensure local teams’ needs, challenges, and opportunities are addressed with our tools, platforms and processes.
  • Monitor progress and adapt as necessary. Ensure key success measures are in place and impact and ROI are captured.
  • Ensure knowledge sharing on best practices across countries and categories.
  • Ensure the Customer Success team builds and provides insights to our Sales and CS teams, enables data-driven decision making, and leverages BI and data.
  • Own and track key metrics per market and work with teams to optimize performance.
  • Drive consistency and standardization of tools, processes, and ways to measure success across OLX Europe.
  • Manage 3rd party vendor budget and vendor relationships.
  • Be the voice of the customer
  • Represent the voice of our customers when it comes to prioritizing and building products. Build strong and smart feedback loops between our customers and our product teams.
  • Measure impact of our products through customer feedback channels.
  • Stakeholders and team management
  • A critical part of the role will be to manage our internal stakeholder and align on the strategy, priorities and roadmap with the Operational leaders from our categories (Goods, Jobs, Services, Real estate and Motors).
  • Manage, grow, and develop a team of 17 people composed of a platform and Salesforce admin team, data analysts, and product and program managers.
  • Foster a culture focused on speed, agility, productivity, and innovation

EXPERIENCE/SKILLS/KNOWLEDGE

  • 10+ years of work experience with 5 years minimum in a customer-centric role (eg: sales or customer support operations, customer loyalty and retention, business analytics);
  • Experience in leadership roles and working with cross-functional teams;
  • Experience working effectively with internal and external stakeholders in a highly dynamic and constantly changing environment, with proven ability to influence, drive change, build alignment with multiple stakeholders;
  • Knowledge of customer service, sales tools and CRMs is a plus (Salesforce, Zendesk, etc.);
  • Experience building products and processes in a bidirectional way, understanding customer needs and translating them to insights for product and tech;
  • Experience in working with OKRs is a plus;
  • Outstanding analytical capacity paired with a deep business sense;
  • Experience with evaluating, defining, and implementing organizational changes is a plus;
  • Passionate about providing the best customer experience.