Do you want to work in a setting where high-end products, ongoing innovation, zeal, and entrepreneurship are valued? If yes, this is a fantastic opportunity for a future Manager Customer Care Product and Playbook Owner, who will become a part of the newly established digital center of excellence. Assisted by the IT team, the perfect candidate will take responsibility for creating and expanding capabilities in our digital ecosystem, especially in the customer service area.  

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

If you have solid experience in customer service and community management, can promptly and accurately handle all inbound consumer inquiries across numerous touchpoints, and ensure our consumers receive top-class assistance, this might be a role for you!  

What is in it for you? 

Competitive salary | Excellent benefit package | Growth opportunities | Amazing company culture 

Key responsibilities: 

  • Becoming familiar with the company´s solutions and their application regarding customer care, followed by being able to identify challenges and opportunities within them to harmonize all actions towards our communities.  
  • Development of a strategy for the tools that need to be implemented to support the central Customer Care team to deliver quality support to the customers across all touchpoints. Know where we are at and bring us to where we want to be for all markets the company operates. 
  • Navigating the customer needs and applying appropriate solutions to them.  
  • Establishing a knowledge management system to handle incoming complaints, developing the procedures needed to track and prioritize inquiries, enhancing service level agreements, monitoring and responding to all incoming social media queries, ensuring excellence and consistency in customer service across channels.
  • Collaborating with local teams across different locations to gather and analyze suggestions for improvements and translating them into comprehensive product backlogs and validating the quality of the delivered services.
  • Examining client needs and converting them into practical answers that create business value.
  • Introducing new capabilities to the regional market teams and ensuring their effective use, as well as becoming a trusted advisor to the local teams.
  • Coordinating with regional and national customer service teams to navigate the needs of important partners and solve operational difficulties.
  • Developing and owning the internal customer care community. Bringing internal members from different countries and brands together to exchange expertise and establish best practices. 

What you bring to the table: 

  • Years' worth of experience managing communities, establishing customer care systems, building relationships with consumers in different markets.  
  • You have a good business acumen, supported by solid knowledge of technical solutions. 
  • You are an individual contributor, able to manage your workload efficiently. 
  • Familiarity with different areas of consumer service and care, as well as community management.
  • Technical knowledge of consumer care systems, their essential features, and how customer service procedures are impacted by them.
  • A clear vision of what the solution and capability landscape should look like to support top-notch customer care services.
  • Familiarity with product management techniques.
  • Experience with large consumer data platform implementations.
  • The capacity to prioritize demand, manage backlogs, and navigate a rapidly changing environment. 
  • Being able to lead a team and show expertise in consumer care.
  • Ability to work on several activities, including managing essential customer care features and solutions, recommending process enhancements to follow established service level agreements, and developing a knowledge management foundation to boost team productivity.
  • Pro-active attitude and team-player spirit. 

In this role you will have the chance to participate in initiatives that shape the future of the sector. Apply through Prosperity today if you believe in the potential of a connected, global team where shared information fosters growth and you aim at delivering the finest solutions possible. 

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