The world’s leading mobile transportation and convenience chinese platform DiDi is recruiting a Head of Customer Experience.
Key Responsibilities:
You will be, ultimately, responsible for Customer experience of all users (Riders, Drivers and Fleet) in Russia.
Design the strategy of Customer Experience in Russia and lead a solid execution plan;
Improve the structure and the current Customer Service operations main KPIs, including front and back office;
Implement and manage different vendors, create a competitive model between then being innovative on how to measure their performance;
Manage directly large teams responsible to handle critical cases;
Build supportives teams to ensure high quality performance, training and assessing their results;
Lead multifunctional projects with team members in different backgrounds and from different localities;
Build, lead and inspire a high performance team
Main KPIs to manage: experience (CX NPS — overall experience, CSAT — customer satisfaction, retention, SLAs — service level agreements) and efficiency (Contact Rate, productivity, cost) besides people management (eNPS, retention, fulfill rate) and risks management.
Requirements:
Bachelor’s degree
Advanced English
Exceptional communication skills.
Leader of multifunctional high performance teams;
Flexibility — You have the ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
Ownership and Entrepreneurial spirit — You have the drive to continue building and improving processes.
Experience in consultancy, strategy, service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment is a plus.
Will be considered as a strong advantage:
Experience in a consulting or analytical role.
Bachelor’s from STEM courses
Quality Assurance knowledge
Project Management
Conditions:
Partially remote work.
Broad benefits package: health insurance, life insurance, meals, fitness, Chinese class, etc.
31 days paid annual leave.
Opening a new chapter in multi-billion dollar business, ample opportunity to implement your own ideas.
