компания "хайв экспо интернешнл" job purpose build, lead, manage, and motivate a team of customer service managers. build the processes and systems to ensure our domestic customers are provided with a fantastic, friendly, and timely service. identify and track the key metrics that drive successful online engagement and use these to continuously drive customer activity, performance, and satisfaction. work with colleagues to maximise ite connect’s contribution to the success of the overall brand, ensuring you are 100% always aligned with the event teams. the key result is increased online engagement and activity that supports retention and growth key accountabilities management as part of the smt (digital) support the launch and development of our digital communities, with a particular emphasis on customer usage, experience, and roi recruit, train, manage and motivate the team to satisfy customer expectations. oversee a programme of continuous improvement in skills and results identify and track kpis so team and customer performance can be continually assessed and improved provide regular and timely reporting to key internal stakeholders, identifying risks and opportunities and suitable action points ensure the digital business is always aligned with the core event business other build a customer engagement plan starting with introduction calls to domestic customers explaining how to achieve positive roi. design and track the process, building scripts, joining calls, and making improvements as required. tier customers so internal resource can be maximised. oversee a pro-active campaign to contact customers according to tiering and defined timescales to support, guide, and answer questions. work with digital and event marketing teams to create automated customer email comms plan ensure we deal with dis-satisfied customers in a positive manner that rebuilds their confidence in ite escalate any issues that cannot be contained to the relevant manager/event director meet bell-weather customers live (including at the show) with the intention of your team becoming a trusted advisor to their team, supporting their roll out of content and events on the platform with the ed, identify bell-weather customers that would join the ite online events hosted by the community manager essential experience & knowledge: previous experience of leading a customer service function fluent spoken and written english & russian skills: good working knowledge of excel, word, outlook excellent communication and organisational skills ability to communicate effectively with people across different industries and levels of seniority attention to detail commitment to offering excellent customer service strong team player accurate able to juggle several tasks and deliver under pressure flexible and patient ability to work on own initiative a high level of self-motivation and the ability to meet demanding targets within tight deadlines
Адрес
Москва