Are you interested in working for the market-leading Travel/attraction provider in the world?

Hybrid: 2 days in the officer p/w

Salary: <120k + bonus

Role:

In this role, they’re looking for somebody to lead their global customer operations function with a focus on making the process as simple/streamlined as possible for their customers.

The role is split into:

* Customer Care; overseeing the handling of queries from customers across all channels

* Partner Care; Working with existing partners and managing internal processes, onboarding of new customers, etc.

* Fraud Function; Looking to minimise their customer-centric commercial risk.

* Customer Insight; Customer insight and change management focus with a view to continuous improvement.

Responsibilities.

* Leading the global operations team; related to customers + partners

* Accountable for two offshore teams

* Proactively managing timely/effective responses to customers on external channels

* On-board partners efficiently, ensuring training and support are in place

* Responsible for key partner processes including contract setup, payment reconciliations, and new launches.

* Manage the performance of outsourcing partners and identity areas of improvements

* Relentlessly driving change within the customer operations division. Working very closely with the product/engineering teams to optimise the use of their technology.

Requirements:

* Eagerness to remain hands-on

* Very process-orientated (Driving efficiency)

* Experience in leading globally dispersed teams

* Track record in managing vendors and contact centres

* Technical product knowledge: They’re looking for somebody that understands the platforms and can look to drive efficiency through automation

* Analytical mindset

If this role sounds interesting, please apply and send your CV to jack@socium.team