We are looking for a VP Customer Experience.
A seasoned (10+ years) track record managing B2C telephone/email/chat contact centers (preferably with high-ticket, technical products), ideally in a multi-site environment.
A history of driving revenue improvements and using every customer contact as an opportunity to drive sales and long term customer loyalty.
Proven ability to establish and deploy systems to measure success of sales, technical support, and customer service programs and training. Experience with using a work force management tool.
Proven track record thriving in a metrics and quality driven environment and in using data to drive change and improvement quickly and correctly.
Formal process improvement knowledge and experience developing ongoing continuous improvement.
Successful history of managing for performance while maintaining cultural priorities.
Experience in companies that develop, market, and sell direct-to-consumer products/services are required. Experience with catalog is ideal.
Proven track record of coaching and developing people and maintaining regular and structured communication with direct reports and peers. Demonstrated team building and coaching capabilities.
Fluency in Arabic, English and French
If this sounds like you, and you’re looking for a challenging and rewarding leadership role within a growing company, we want to hear from you!