Director of CRM and Customer Support

Position: Director of CRM and Customer Support

Position code: CRM-01

:Description

The role is part of the senior management team, as a Director you are expected to plan and execute your projects and activities independently while managing and guiding your team to achieve your department’s goals agreed with management. The director of CRM and Customer Support is the main driver of customer operational activities, being the main orchestrator of all customer touch points, pre-sales, after sales support and the over-arching performance improvement functions. Digital experience is a 360 degree topic, and so is our expectation from the successful candidate, to be a 360 degree thinker and doer who enhances user value and creates commercial competitive advantage for TeenTaak along the full customer life cycle.

:Further Responsibilities

Shapes the role and enhance it as per scope of work and annual target agreed with senior management and peers as part of the whole business objectives and programs

  • Structures the department and builds a team capable of driving the mission jointly
  • Fosters an environment of teamwork and understands the importance of working in teams
  • Creates and continuously optimizes work flows and processes to achieve efficiency and excellence
  • Defines the CRM and Customer Support strategy and programs, sets priorities and manages the allocated budgets
  • .Agrees to KPIs and defines activities to achieve them for the whole team, breaks down department targets and KPIs to individual level
  • Creates a positive and agile working environment in line with the overall TeenTaak working ethics and style
  • Defines technology requirements for CRM and other systems, making sure these are drivers of excellence for customers and for the staff in carrying on their tasks
  • Participates in structuring the business intelligence functions, research design and data collection as input for all units
  • Acts as the main owner of quality of service for all customer touch points
  • Creates a transparent cockpit for all issues and continuously follows on critical topics until resolution

:Qualifications

  • ۸ years of experience in CRM, Customer Support, pre and after sales, in a fast paced and competitive consumer market environment, including proven leadership record
  • ۵ years of experience in digital and telco services business domain
  • Passionate about quality for the customer and at the working place, and finds creative approaches to deliver quality with the available resources and enhance customer value
  • Experienced in the full Customer Life Cycle Management process
  • A bachelor degree in Marketing or other business management areas, Masters is an advantage
  • A team player and collaborator who understands the value of a team flow company wide, builds trust as a key tool for reliability and efficiency in carrying on tasks
  • An analytical and data driven thinker, with a commercial mind seeking valuable insights as structured input to all departments especially product development and marketing
  • Strong verbal and written communication skills, with the ability to structure and write management reports
  • A high level of energy and capacity to motivate teams in the office and the field
  • Advanced English language skills

?What do you need additionally to succeed in this role

You are passionate about understanding customers/users deeply and drawing a smile on their face. You build a virtual relationship with them, and embody TeenTaak values. To your peers you are a source of insights and comfort. You know the value of big data and research, and has a lot of patience and tolerance to deal with all issues on your desk