Job Summary – Global Head of Customer Service

Due to significant international growth and a desire to position itself as a premium brand company, Cyden is looking for an experienced Global Head of Customer Service to lead the formation of a world class customer service standard for our products. The Global Head of Customer Service is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the development of process and technology, to deliver the required outcomes.

The role entails significant responsibility and accountability for operational effectiveness and delivery both from our external customer service providers and via our global network of distribution partners.

The successful applicant will be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading and/or developing teams, who typically deliver customer interactions across multiple channels (Front and Back office, Telephone, Email, Online, Live Chat, Video, Social Media, Correspondence.) This position will report to the Chief Commercial Officer.

Minimum Qualifications

University degree and five years of related experience; or a combination of education and related experience.

Special Requirements Summary

Experience in customer journey mapping/process management

Knowledge, Education, Experience, and Proficiencies

Bachelor’s degree and five years of related experience; or a combination of education and related experience.

Essential Duties and Responsibilities Description

  • Drive better consumer satisfaction and brand equity through quality service
  • Strategically lead and develop a team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve goals and objectives of Cyden with respect to customer service;
  • Improve CSAT (Customer Satisfaction), or other Customer Metrics defined by the Company
  • Improve cost effectiveness of customer service
  • Empower and engage partners in the importance of customer service
  • Identify new tools and technologies to better serve the customer
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to senior management.
  • Act as the Voice of the Customer across the organization and ensure customer feedback is delivered in a constructive manner to appropriate levels within the company.
  • Work effectively with all stakeholders, internal and external, to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency

Required Experience:

  • Extensive experiencing of managing customer service teams, specifically in premium consumer products.
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven Management and/or relationship management experience at a senior, strategic level role.
  • Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
  • Able to interpret Management Intelligence/Business Intelligence and develop strategy and make recommendations.
  • Demonstrate ability to motivate and communicate with others at all levels
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills.

To apply for this role please email your CV and covering letter setting out why you are the ideal candidate for this position to recruitment@cyden.com