Head of Customer Experience

The job at a glance

We are seeking an innovative and experienced Leader to oversee customer experience in our Irish market. You will manage a high-performance team of over 20 Customer Success and Customer Service professionals. Your key focus will be to create and embed strategies that delight, retain, and grow our customer base. This involves setting the path for future growth and customer excellence from onboarding through to renewal and long-term revenue growth across our three Irish businesses.

You will drive the post-sales organisation to support our revenue ambitions, ensuring value realisation and balancing the services and support offered to our diverse customer segments, including Key Accounts, SMEs, and Recruitment Consultancies.

In your role, you will influence future customer lifetime value through deeper product adoption, greater levels of customer engagement, and improved customer satisfaction, leading to enhanced logo retention, you will also produce customer insights for the company, analyse customer churn, dive deep into customer feedback, and help identify new product requirements for the business.

As Head of Customer Experience, you will be responsible for leading the delivery of a compelling and creative post-sales customer experience that supports the long-term success of the business. A career at StepStone means working with a group of professionals who anticipate changes, solve problems, and work together to make it all happen.

This is so important to us. By joining our team, you will be playing a vital role as together we reimagine the labour market to make it work for everybody.

Your responsibilities:

• Lead a strong team of professionals to deliver on our customer experience strategy
• Deliver a step change in the customer post sales experience to drive rapid customer volume growth.
• Implement best in industry customer success management of a growing base of customers ensuring a consistently high satisfaction and engagement score.
• Collaborate with internal stakeholders and team members to drive continuous improvement of messaging, creative, and user experience to improve customer engagement, conversion rate, and repurchase rate.
• Drive strategic initiatives to enhance customer loyalty and retention.

Requirements

Your skills and qualifications

• Min 7+ years’ experience in successfully leading high performance teams - goal setting, coaching, & development. This is a senior leadership role. Proven track record in delivering growth within a fast-paced online or tech business.
• Ability to understand customer goals, foster innovation and creativity while managing change.
• Excellent data and analytical skills, with experience working alone and with a team to derive insights from data that can be leveraged by the wider business.
• High performance of exceeding targets, KPI's, SLA's as well as improving processes
• Strategic customer focus, self-driven thinker with the ability to shape and implement processes at scale.