Customer Satisfaction Lead

We are looking for Customer satisfaction lead whose role is to settle and operate Customer satisfaction measurement system and deliver actual C-sat values to internal stakeholders. The role is a fit for somebody who enjoys working independently, but is able to cooperate with various teams. He or she is experienced and motivated to use this experience in a greenfield environment (we don’t have a standardized C-sat measurement system yet).

Role & Responsibilities

• designs the Customer satisfaction measurement system (What shall be measured? When? Why? How?)
• proposes the initiatives that shall be executed in order to collect the C-sat data or improve their collection
• leads the approved initiatives’ execution
• regularly provides actual C-sat values to internal stakeholders (expecially in Sales&Marketing and Technology division)
• maintains prioritised Customer satisfaction issues list
• cooperates closely with CX steering committee – provides C-sat data and route-cause analyses, consults existing C-sat measurement system and collects ideas for improvement
• is consulted as an expert in case of any initiative related to C-sat measuring

Decision rights

• takes decisions (related to the execution activities as well as the budget) within the scope of an approved plan

Position in organisation structure

• part of Sales&Marketing Operations team
• a specialist role, not a team leading one

BENEFITS FOR YOU

Flexibility

Corporate events

Benefits for the whole family

Sports, health and wellbeing

And many more…