Head of Customer Experience

  • Full-time
  • Customer Support
  • Lithuania

About the Role

We’re looking for a strategic leader that would take ownership over Customer and Supplier Experience at Ovoko. What this means in practice is a combination of working with data, product, support operations and other teams in the company to identify key pain points of our consumers, decide what are the best ways to address those pain points, implement the selected solution, measure results and move over to next topic. This role has full P&L ownership as well as responsibility for some of the key company metrics.


The role reports to the Head of Central Operations. The operational arm of support reports into this role, while COO, Head of Product Demand, Head of Product Supply and Head of Central Ops are the key stakeholders.




In this role, you will

  • Work with Marketplace Product teams, Supplier Acquisition and Retention teams as well as our in house Customer and Supplier Support to deliver the optimal user experience for several distinct segments;
  • Own the P&L of the entire support organization and make decisions on what kind of support (form, time, location etc) should we offer to our users to maximize their satisfaction while keeping costs at the right cost/LTV level;
  • Lead the expansion of support function into multiple new countries and languages.


What we're looking for

  • P&L ownership;
  • Managing both in-house and outsourced support teams (if from support background);
  • Ownership over key UX metrics (Contact Rate, SLAs, NPS, CSAT);
  • Experience working with varied customer profiles (consumer,business, VIP);
  • Proven experience of working with product teams;
  • 7+ years experience (preferably in operations, retail, logistics, supply chain);
  • Ability to solve problems at both strategic and operational level;
  • High sense of urgency;
  • Previous experience in the automotive industry is a plus;
  • Previous experience in marketplace or ecommerce is a plus;
  • Fluent in english.


Salary

The offered salary range for this position starts from 6500 € (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.