Job Details
Head of Customer Experience
Crypto Jobs
Job Description
Job Title: Head of Customer Experience
Location: Barcelona, ES (Remote also available)
Employment Type: Full-time
Department: Customer Experience
Main Responsibilities:
- Strategic Leadership: Align customer experience strategy with company goals. Collaborate with different departments to integrate customer feedback into broader business strategies.
- Customer Experience Optimization: Design and implement initiatives to improve the customer journey, increase satisfaction, and enhance retention, along with boosting Net Promoter Score (NPS).
- Data-Driven Insights: Oversee the collection and analysis of customer data to drive business decisions and continuously improve the products and services offered.
- Team Leadership: Lead, mentor, and develop the Customer Experience (CX) team, ensuring high performance and ongoing professional growth. Manage recruitment and training efforts.
- Customer Support Management: Supervise customer support operations to ensure timely issue resolution and efficient escalation processes.
- Cross-Department Collaboration: Work closely with Product, Marketing, and Business Development teams to incorporate customer feedback and optimize customer onboarding and upselling strategies.
- Budget and Financial Management: Manage the CX department’s budget, track financial impacts, and focus on reducing churn while increasing customer lifetime value.
- Reporting and Communication: Provide regular CX performance reports to leadership, communicate strategies across the company, and stay informed on industry trends and best practices.
Job Requirements:
- 5+ years in customer experience, customer success, or a related field, with at least 2+ years in leadership roles.
- Experience in crypto is a must.
- Strong leadership, communication, and data analysis skills; familiarity with CX tools and platforms.
- Ability to leverage customer insights to inform and drive strategy.
- Experience collaborating with product, marketing, engineering, and business development teams.
- Proven track record of resolving customer issues and improving overall customer satisfaction.
- Experience in budget management and optimizing resource allocation.
- Bachelor’s degree in Business, Marketing, or a related field (Master’s preferred).
What We Offer:
- Flexible working conditions, with a preference for working from our offices in Barcelona, Tallinn, or Nicosia. Remote work is also open for discussion.
- Inspiring leadership and a team of knowledgeable, creative, and genuinely kind colleagues.
- Paid annual leave and paid sick leave.
- Competitive salary, based on your skills and experience.
- In-house lessons to enhance your crypto-trading skills.
Note: If you're passionate about driving exceptional customer experiences, have strong leadership skills, and a background in the crypto industry, we would love to have you on our team. Apply today and help us shape the future of customer experience!
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