VP of Customer Happiness

Your territory

As VP of our Customer Happiness team, you will:

• Become our strategic partner and key voice when it comes to delivering a best-in-class customer experience around the globe
• Develop and execute a customer experience strategy that aligns with the company's mission and values
• Develop and implement strategies to enhance the customer experience and drive customer loyalty
• Provide leadership and guidance to a world class internal and external customer service team consisting of 50+ customer service managers
• Closely analyze relevant KPIs and subsequently create strategies or optimize teams to drive quality and speed of customer service
• Act as a thought leader and advocate for the customer within the organization
• Partner with other teams to drive customer-centric initiatives and projects
• Analyze customer feedback and data as basis for decision making and continuous improvement
• Employ a strong solution-oriented approach and think outside the box to solve complex customer service challenges
• Independently manage budgets and resources for the whole customer service area
• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”

Your profile

Key requirements:

• At least 5 years of experience in a key leadership role in customer experience management in a fast growing company (ideally in a consumer product area like Tractive)
• Proven track record of building and leading high-performing teams
• Experience with customer data analysis and customer feedback systems
• Experience with Zendesk (or a similar platform)
• Experience in complex problem solving and a strong knowledge in project management
• Ideally a good understanding in software development with connected devices
• Excellent English skills

Does this sound like you?

• Empowering and dedicated team leader with a good technical understanding
• Solution-oriented, organized and analytical mindset
• Passionate about developing top talent in a high-growth environment
• Innovative mindset with a deep understanding of customer service best practices and the needs of the company's customers

Salary range

Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 80,000 full-time. At Tractive, that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.