Customer Experience Director

Autodoc GmbH is Europe's leading online retailer for car spare parts. As the fastest-growing company in this sector, with sales growth of 67% in the financial year (from 415 million EUR in 2018 to around 615 million EUR in 2019 (2017: EUR 254 million)), Autodoc is aiming to further expand its position.

Now we are represented in 26 other European countries in addition to Germany. Autodoc pursues a strong customer focus on social media, through technical support in the respective national language and a demand-oriented product range currently comprising almost 2.5 million items from 545 brand manufacturers for 128 car brands.

Scope: The Customer Experience Director is responsible for facilitating ownership of customer experience excellence throughout our company and all channels. Our vision for customer experience excellence is alignment to strategic customer segments' expectations and goals, for a seamless, transparent and frictionless experience that sustains mutual growth.

Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business process improvement. This executive will work closely with other departments to jointly embed and facilitate customer experience excellence ownership.

Responsibilities:

• Ensure that all leaders and stakeholders have a clear understanding of the company's vision and goals for customer experience excellence

• Develop and deploy the company's customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

• Develop an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

• Coordinate 720-degree view of customer data (traditional 360-degree customer lifecycle view with an overlay of 360-degree digital interaction data) for strategic data monetization, digital empathy, digital business models and real-time digital customer experience excellence.

• Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.

• Owns the customer journey from PO receipt to customer implementation in order to deliver world class service to the customer.

• Manage teams (Feedback and QC teams, Technical Support Team, Operations Department).

Knowledge, skills and abilities:

• 10+ Years of Customer Service Experience

• Experience of leading/building a technical support and customer service function with 20+ team members

• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.

• Fluent Russian, Upper Intermediate/Fluent English, German will be a plus

• Contact center management experience in a related or similar environment with a customer satisfaction focus

• Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders combined with driven and assertive personality

• Forward thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job well done

• MBA degree or equivalent

• Experience of working across an international company

What we offer

• Schedule 8/10:00-17/19:00 Mon-Fri.

• Long-term employment with 20 working days paid vacation, paid sick-leaves, work from home possibility and other social benefits.

• Occasional business trips to Western Europe.

• Competitive salary level (discussed).

• Office in the center of Odessa.