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Job Overview

As the Head of Customer Success Canada, you will have full responsibility to ensure Ó£»¨¶¯Âþ offers our customers an unforgettable experience across our products and services. You will be responsible for leading critical touchpoints in the customer experience, including customer onboarding and launching new service offerings for customers within Ó£»¨¶¯Âþ’s rapidly growing Canadian market. You will be instrumental in leading a well-established team through both a ‘hands on’ and strategic approach. You will be expected to drive thought leadership by setting strategy, developing priorities, and leading through innovation in our service models and customer journeys.

THE ROLE

We are transforming our customer success function from a cost centre to a value driver, playing a pivotal role in driving growth and retention, through delivery of stellar customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services. Customer and employee satisfaction is critical for us, and we are renowned for addressing our customers’ issues and demonstrating true customer obsession.

This role reports directly to the Director of International Customer Success, and sits on the leadership teams of both the Canada market and International Customer Success.

A critical element of your role will be to create well-integrated and highly effective teams, partnering across multiple geographies, and developing them so they can do the best work of their lives.

You will play an active role on the International Customer Success leadership team and help to create and drive global best practice. In addition, you will contribute to the long-term Canada strategy, proactively collaborating with Product Management, Marketing and Sales leaders to deliver great experiences that fuel market growth.

Responsibilities

• Create and lead the vision and strategy for Canada CS, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers
• Develop and prioritise the Canada CS strategy to deliver on business goals and contribute to the overall growth and success of these markets
• Promote an “advocacy” culture and mind-set across the organisation, which places emphasis on delighting customers in everything that we do.
• Drive innovation through experimentation with a design thinking approach, and champion a culture of high-velocity change
• Effectively communicate and lead change management initiatives cross-functionally and inter-team, to drive and deliver on global best practices
• Be ‘hands on’ to understand the business as well as get things done. This role will need to be flexible to drive the evolution of the team and business whilst setting solid foundations for the future
• Lead operational performance of our services and support, meeting experience, OPEX and performance targets
• Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organisation
• Engage cross-functionally with key stakeholders in other business units to drive projects, and influence decisions and priorities to enable delivery of your CS strategy
• Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations
• Play a key role in the International CS leadership team, responsible for driving strategic initiatives across the group and establishing strong relationships and collaboration to support the success of all regions
• Play an integral part on the Canada leadership team, influencing and fostering strong partnerships across the group, such as Marketing, Sales, and Product

As Head of Customer Success for Canada you will lead teams that focus on delivering customer and business impact in the following areas:

• Customer experience - delivering CX strategies, and generating insights by understanding both the competitive landscape and the end-to-end customer journey, including goals, behaviours, pain points, and trends. Linking CX improvements to business results, and sharing actionable recommendations to deliver AI-driven differentiated experiences for our customers.
• Retention and ecosystem growth - defining the retention and monetisation strategy, and identifying opportunities to engage customers to drive loyalty, as well as revenue growth, through both our digital, service and support channels.
• PMO - project managing the rollout of all changes that impact our outsourced support agents and AI driven digital self-service platform, including launches of new products or features, regulatory changes to ensure our customer gets a seamless support experience
• Digital experiences - supporting the global digital team to understand the priorities of the Canada market and optimise our digital assets to deliver the best end to end customer experience. Digital experiences span self-help, social media, community, interactive voice assistant and AI powered digital assistant

As regional leader for Customer Success, you will also have oversight of teams that manage our customer support experiences, delivered by a network of outsourced support experts. This includes:

• Management of BPO partnerships who deliver customer support experiences to customers, as well as onboarding sessions, cancellation saves, and other value added services
• Proactively monitoring the performance, efficiency and quality of customer support and services delivered by our BPO partners, and identifying actions to continuously improve how we serve our customers

Qualifications

Proven track record of success and significant experience in a fast-paced organisation, leading customer centric operations and teams. The ideal candidate is a:

• Customer experience advocate, with extensive experience of leading customer experience, removing friction and delivering stellar human and digital customer experiences
• Team and talent builder, with substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team
• Boundaryless leader, with cross-functional leadership experience, partnering to influence different functions at all levels
• Customer champion with a design mind-set and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritisation of work and investments
• Strong business acumen and commercial mindset, to create opportunities for customers to realise value from our platform to drive loyalty, advocacy and retention, as well as drive ecosystem revenue growth
• Customer success and support expert, with demonstrated strength managing or working with customer support organisations and operations, and driving growth and revenue through the power of CS
• Change leader, with experience in a dynamic work environment, managing and executing complex system and organisational change initiatives
• Strong and confident communicator. You will have excellent written and verbal communication skills including an ability to communicate complex issues simply

As this role is part of an International leadership team, it will require up to 10% travel as well as meetings outside of business hours.