Job Description

This position will be directly responsible for maximizing the impact of every sales interaction for our advertisers through process improvements; tools & systems implementations; and actionable, data-driven insights. This position will be responsible for collaborating with other teams across regions to ensure positive client interactions and improve efficiencies in our operating model.

• Manage the process and framework for gathering customer experience inputs and insights for the EMEA business.
• Deliver strategic recommendations to business and cross-functional teams to enable small business growth across platforms e.g. customer journey mapping, product recommendations
• Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment
• Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
• Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
• Monitor outsourced partners compliance, adherence, and productivity.
• Manage vendor Quality function to deliver regional insights and program transformation: capability analysis, training needs, program delivery etc.
• Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis.
• Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.

Required Knowledge, Skills, and Abilities

• 6+ years of work experience in consulting, operational strategy or sales coaching
• Experience communicating and presenting insights and recommendations to executive teams
• Experience leading and influencing cross-functional teams and aligning partners to shared goals
• Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
• Operational and project management experience running strategic projects with cross-functional teams
• Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners