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Customer Engagement Lead

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To drive more visibility (for the Business, Operations and key stakeholders) into all customer impacting issues for Online and ensure we have short-term and long-term fixes to underlying issues

Key Responsibilities:
1. Customer Escalations & Make Goods (50% of time)
• Tracking all key customer escalations for Online
• Communicating and driving clarity of issues to key executives
• Attending key calls/meetings to represent the business for Tier 1/0 escalations
• Coordinate customer resolutions and/or make goods across key stakeholder groups (e.g., Engineering, Production, CSS, Business etc.)
• Maintaining a catalog of all ongoing issues
• Managing a weekly “Customer Issues” meeting to review the outstanding issues and # of impacted issues

2. NSAT Reporting & Insights (25% of time)
• Reporting out on NSAT on weekly/monthly/quarterly basis
• Analyze and understand what is driving fundamental improvements and declines
• Share key learnings with key stakeholders to influence roadmap/platform etc.

3. Connect and Integrate (25% of time)
• Represent the Business at all Red Zone meetings
• Connect with key counterparts at CSS, Platform, Engineering etc.
• Provide reports/updates to key Execs (e.g., Online Leadership Team, Customer/Partner Engagement Leads in Canada, Brazil and LATAM)
Requirements:
• Bachelor’s degree or equivalent work experience
• Strong organizational and analytical skills with experience in project management strongly preferred
• Demonstrated exceptional cross group skills
• Preferred language skills include English, French, Spanish and Portuguese
• Self-starter and a proactive problem solver with a drive to achieve results
• A character that exemplifies Company values including integrity, honesty, openness, personal excellence, constructive self-criticism, continual self-improvement, and mutual respect

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