Are you passionate about community management and are ready to build your own international team?

Our client is a distinctive and well-established spirits brand which prides itself on continuous innovation, entrepreneurial fervour, and a deep passion for the industry. They are a leader within their field and are rapidly growing on a global scale. To facilitate their international growth, they are building a digital centre of excellence to formulate and deliver best-in-practice digital strategies, operations, and ideation. 

Our client strives to maintain full ownership of their digital messaging and is building this centre of excellence to act as a one-stop-shop for all digital activity across their various markets.

This is where you come in: as Global CX Manager and Community Lead, you will help build a new team to centralise customer care and community management. This is a crucial role that requires previous hands-on experience in customer care but also big-picture thinking to formalise and streamline how the company approaches inbound consumer enquiries on a global scale.

What’s in it for you? Excellent Salary / Performance Based Bonus / Full Benefits Package 

Main Responsibilities

  • Create a new team responsible for centralising customer care and community services
  • Manage all inbound consumer enquiries from various media channels (email, web contact form, social media, etc)
  • Set up a global practice: aggregate all agents in different countries to manage all inbound enquiries
  • Forecast the internal community team to ensure that customer queries are responded to in line with the standard business processes
  • Drive customer satisfaction and improve customer retention by handling and resolving customer enquiries in a timely and satisfactory manner
  • Analyse existing processes, solutions, and ways of operating across community management and customer care
  • Develop new strategies to centralise community care to reduce operational costs, introduce economies of scale, and improve customer satisfaction
  • Hiring and training agents with an efficient knowledge base and exploring outsourcing options
  • Aligning with manufacturing and quality team to resolve complex product enquiries
  • Aligning with corporate communications to establish internal crisis communication processes and crisis management channels
  • Using KPIs and reporting to continuously improve the current processes while ensuring optimal service level for different countries is achieved.

Skills and Requirements

  • 8-12 years of experience in a similar role
  • Demonstrable experience as a leader in creating, leading, and evolving a team of community manager/customer care agents
  • Hands-on experience in customer care and or community management
  • Demonstrable experience in setting up hubs that can serve multiple countries and regions
  • Proven track record in improving consumer service and community management with concrete examples of your actions taken and the consequent improvements
  • Experience building roadmaps to generate world-class consumer service global team
  • Clear leadership and role model skills to motivate and encourage a team
  • Demonstrable experience with agile project management techniques and the ability to handle iterative continuous improvements.
  • Experience working efficiently in a fast-paced global environment

If you are a driven, considerate, and hands-on community and customer care professional with big ideas and even bigger ambitions, then apply through Prosperity now!

Apply Now