In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.We are waiting for you to continue this story.Responsibilities:Facilitate implementation of a customer-centric culture across the organization that encourages, nurtures, and develops customer-centric enthusiasts to become a reference company for customer service and build capacity and drive behaviors that influence positive impact and drive improved performanceSet a clear mission, develop and implement client service strategies focused on that mission that will increase sales while providing a positive experience for all clientsDevelop valid and effective KPIs and OKRs in line with organization KPIs and OKRs and policies aiming to resolve business and customer service priorities and problems and ensure to meet the targetsDesign and manage a perfect team structure to facilitate and improve inter-team communications and coordination and align with organizational structure Ensure the 24/7 effective and High-quality execution of all contact center programs and processesParticipate actively in establishing Customer Experience Strategy that can positively affect Customer Satisfaction and Improve Customer LoyaltyMaintain strong Liaison with Marketing, Commercial, Delivery, Business Development and Technology Functions to promote the customer’s voice and address their feedback in coordination with the Customer Experience FunctionLead and coach the team of sub-departments managers who manage front-line Contact Center agentsDefine, establish and maintain the customer loyalty metrics for the organization and design and implement an effective process to collect and analyze all important data related to customers’ needs and wants in order to find and cover detected pain points in partnership with other related teamsManage quality assurance programs to ensure that all processes and functions are going well based on metrics and standardsRequirements:Bachelor’s or Master’s in Business Administration, Management, Engineering or other related fieldsProven five or more years of hands-on managerial experience in customer care services and contact center leadership rolesStrategic and analytical thinker with experience in building strong systems and processes and precision in executionDemonstrated Knowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresFamiliar with e-Business infrastructure and ecosystemBenefits: Vouchers for Vacations, Gym, Therapy Sessions, Internet CostsComplementary InsuranceEducational platform of advanced coursesSnappfood’s Discount codesLoans