Head Of Customer Experience
Berlin, Niemcy
Responsibilities: Starting as a Customer Success Operations Manager I was hired to organise the operational and communicational processes within the company and soon to be setting up a separate Customer Support Team being responsible for ensuring the daily assistance for our Customers. Quickly - the team has evolved into Customer Support & Engagement Team, additionally to its original tasks, taking care of Customers engagement into product usage. Having the broad Customer database overview, I was appointed Sales Operations Lead. The orientation in the internal affairs of the company as well as in resources daily operations, allowed me to execute tasks of the Scrum Master for the entire Revenue Team.About the same time I took over the lead of Customer Support & Engagement Team. As a part of daily actions and improvements undertaken in order to smoothen the team processes, tools such as Piavet Loyalty Programme (gamification approach) were designed and introduced by me.Reporting directly to the CEO, being responsible both - for supporting and coaching the Team as well as for for setting up the KPI, budgeting and constant development the Customer oriented approach, I became the Head of Customer Experience.