Head of Customer Success

Location: Dublin 14
Department: Customer Experience

What are we looking for?

The Head of Customer Success is responsible for contributing to improving overall business outcomes via improving the end-to-end Customer journey and ultimately Customer satisfaction. Customer for us is the end customer, renting the car.

Reporting to:Chief Customer Officer

What you will be doing?

-Accountable for creating, communicating and delivering a strategy for Customer Success.
-Analyses customer feedback and collaborates with Product & Technology (via prioritisation mechanism), Operations and Commercial to ensure best in class customer experience is implemented across the company
-Business ownership of the technical tool set for the customer post booking from Voucher to Complaints
-Accountable for the management of the customer success team and for providing leadership in advocating for the customer
-Closely monitors and reports on CSAT and NPS scores through improving the end-to-end customer journey from booking through to rental
-Works closely with Product and Technology to improve the end-to-end Customers experience investigate Customer issues and to make sure needs and concerns are addressed
-Drives the communication of success stories to influence Customer Contact agents techniques

Skills required:

-At least 5 years` relevant experience in an end customer success role, preferably in eCommerce
-Technical background with an understanding of Customer Account requirements
-Excellent communication, relationship building skills and the ability to influence others
-Commercial acumen
-Strong customer focus
-Strong market awareness
-Strong insights and analytical capability
-Proven ability to manage and lead a team to pro-actively and strategically deliver results