Global Head of Customer Experience & Support
Join to apply for the Global Head of Customer Experience & Support role at Michael Page
Global Head of Customer Experience & Support
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Join to apply for the Global Head of Customer Experience & Support role at Michael Page
Global Head Of Customer Experience & Support
* Join a global team and help us improve how we support our customers.
* Be part of a team that puts customer experience first.
About Our Client
Our client is a well-established player within the Technology & Telecoms industry. With a global presence, it boasts a large-scale operation with diverse teams in multiple locations.
Job Description
* Lead a global team managing application and infrastructure service requests, ensuring timely resolution and high customer satisfaction.
* Oversee a group of consultants and specialists to meet client commitments and follow internal policies and procedures.
* Ensure the customer support function is efficient, productive, and delivers consistent performance across regions.
* Contribute to revenue and cost management strategies through a solid understanding of operational levers.
* Implement and monitor pricing updates, making sure changes are applied accurately and on time.
* Collaborate closely with internal teams to improve the customer experience, setting higher standards for service quality.
* Provide updates on critical issues and ensure proper handling of escalations.
* Promote service excellence by leading quality initiatives focused on customer satisfaction.
* Manage customer feedback processes such as NPS and CSAT, and drive action plans based on insights gathered.
* Track team performance and provide regular reports to support continuous improvement.
* Use data-driven insights to evolve the support organization toward best-in-class standards.
* Drive consistency in global processes and lead efficiency and automation initiatives.
* Ensure adequate task coverage by developing the team's capabilities and aligning individual growth with business needs.
* Promote digitalization and self-service, leveraging conversational AI and knowledge management tools to enhance the support experience.
The Successful Applicant
* Minimum of 5 years of experience in complex organizational environments, ideally across services and hardware businesses, as well as within the technical industry - preferably in customer support services, IT-related call centers, or dispatch environments.
* Broad functional expertise with strong knowledge in related business areas such as people management and logistics.
* Experience working with both internal and external customers in a proactive and assertive manner.
* Strong understanding of global geography and cultural differences, with the ability to adapt communication and collaboration styles accordingly.
* Solid financial acumen and commercial awareness.
* Proven leadership skills and the ability to lead by example.
* Comfortable dealing with ambiguity and finding solutions in complex situations.
* Self-motivated with strong time management and organizational skills.
* Team player who can also take initiative and work independently.
* Strong communication skills with the ability to influence others effectively.
* Fluency in English is required; proficiency in German or French is highly valued.
* Additional languages such as Dutch, Swedish, Norwegian, or Danish are a strong advantage.
* Strong commercial sense and negotiation capabilities.
What's on Offer
* The opportunity to work in a global role within the Technology & Telecoms industry.
* Flex work hybrid regime allowing a balance between office and remote work.
* The chance to lead a diverse and dedicated customer service team.
* A challenging and rewarding role in a leading company.
Contact: Sofia Fernandes
Quote job ref: JN-042025-6725638
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Business Development and Sales
* Industries
Staffing and Recruiting
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