Astrea Recruitment
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Customer Experience Director

Customer Experience Director

Sofia full-time

About us

Astrea Recruitment was found in 2007 with one principal mission – to be different.
We transformed this vision into a key driver of our efforts to be always available when our
clients or partners need us to advise and guide them in taking important decisions.

Our partners are increasing continuously and their satisfaction is the best business card for us.
For one of our clients – a global well-known company providing services in different fields.
We are searching for experienced, capable and hard-working, results-driven individuals for the role of Customer Experience Director.


Essential Duties and Responsibilities:
* Being responsible and executing analysis and planning for the key strategic accounts,
implementing improvements in order to boost the revenue;
* Preforming monthly analysis of emerging trends, predicting possible shifts and taking
needed steps to adjust and take advantage;
* Striving towards integrating improvements on the bi-annual Client NPS for your accounts;
* Acting upon the CI framework to ensure results improvement;
* Demonstrating your expertise on key practices of coaching and analytics and be able to
teach and upskill the team on various practices;
* Striving towards increasing the wallet share for key strategic accounts by 5-15%;
* Guiding the activities related to reduction Consultant Effort, Top Talent Retention ;
Development initiatives within span.

Requirements and necessary skills

* Formidable background in BPO/BPT industry (at least 10 years) with at least 2 different
customer management roles and functions and strong understanding of CLM and BLM operations;
* 6+ years in a people management role, guiding multiple teams in a task-oriented environment;
* Hands on experience with Lean Six Sigma / CI Methodologies / Design Thinking training
and experience with driving the change management;
* MBA or a professional degree in Operations, or in the relevant field;
* Excellent communication, facilitation, presentation skills and soft skills;
* Organized and prepared, capable planer and executioner;
* Professional and reliable, able to handle several project and programs at once;
* Able to adapt to changes and represent the company in client interactions.

We offer

Our client offers:
* Competitive remuneration and an impressive social benefits package;
* Working on a standard work time and week (Mon-Fri);
* Paid holiday and other bonuses;
* Specialized training is provided from the start and in the format of on-the-job;
* Opportunity to work with the best in the field and learn from them;
* Various career enhancing options available;
* A dynamic and challenging environment and supportive work atmosphere.

If you are interested, challenged and convinced you are the right candidate, do not hesitate
and send your detailed resume in English (Do not forget to point the ref. N MA_CEDSMA)
Only the shortlisted candidates will be contacted in a timely manner.
All the information is protected by the Commission for the Protection of Personal Data
(Astrea Recruitment. - reg No 1809)

Contact Information

Phone: 0885 865 066

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