Head of Customer Care

at UENI Ltd in London

Launched in 2015, UENI (pronounced you-en-eye) is a well-funded (£15m+ raised) growth company that helps small businesses go online. For £1 per day, UENI creates the business a professional website and gets it on the platforms it needs to be on in order to compete. Combining extensive data collection with the most up-to-date tech, UENI already digitised 1,000,000+ small businesses, and we are just getting started.

Reporting to the Founders, the Head of Customer Care will own all customer interactions post-sale. You will have the autonomy to drive the strategy and will be fully responsible for the execution of best in practice customer care. Everything you do should have a focus on growing the business and customer retention.

Your Responsibilities: *Lead, motivate, and develop a high-performing customer care function within the company *Define metrics for success and deliver business-critical KPIs *Grow a team of people to manage accounts and support customer queries *Leverage technology where appropriate to improve customer care efficiency *Work closely with other stakeholders (Product, Marketing, Sales, Tech) to improve product delivery, drive retention and facilitate up-selling *Develop a suite of online resources to educate and retain the customer base *Support customer base across international markets and in different languages *Evaluate data, identify trends, and drive decision-making on this basis

Your profile:

Strong academics, degree level 2:1 or above
5+ years of related work experience as Head of Customer Service / Customer Service Manager for a high growth company working with subscription-based products
Strong ability to understand and meet client needs to a consistently high standard
Able to use analytics and business intelligence tools to understand trends and customer queries
Mastery of best-in-class customer care tools
Experience managing a team
Excellent interpersonal skills: essential for building strong, successful client relationships
Creative problem solver: working collaboratively with others to get things done
Superb organisational skills
Experience with CRM systems (Zoho CRM experience is a plus)
Excellent written and verbal communication skills
Takes responsibility to ensure that work is done completely, accurately, and on time
Autonomous self-motivated individual with the desire to succeed
Multiple languages is a plus (current focus: English, French, Spanish, German…more soon)

Why Join UENI: *Work with brilliant people from 14+ nationalities who love what they do *Make an impact by building your department from scratch *Career progression: personal development, autonomy, responsibility *Competitive salary & generous equity options, employees eligible for grants every 6 months *Holiday increases with each year of service *Subsidised gym membership *Generous referral scheme *Support for in-house and external training for professional development *Pension scheme *Centrally located office, fun team spirit, coffee & snacks on us

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Published at 09 Jan 2018
Expires on 09 Mar 2018