Head - Customer Success - Fitness Business

Head of Customer Success - Fitness Business

Responsibilities :

Desired Candidate :

JD- CS Head :

- Overall responsibility for the development, performance, and maintenance of the customer service activities of the organization

- Efficient running of the team and contributing to training and development

- Achieve maximum profitability and growth in accordance with organization plans

- Direct, manage and monitor the overall performance of the customer services activities

- Effective liaison, support, and assistance between the customer services department and the rest of organization

- Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities

- Utilize CRM system to manage the functions of receiving, assessing, analyzing, resolving and documenting customers' issues and complaints in accordance with agreed requirements

- Support all other departments with customer service and related issues

- Developing plans for team activities to include a strategy to achieve agreed targets

- Manage and maintain contact with internal and external clients/customers for feedback and to obtain client/customer satisfaction information

- Maintain accurate customer service records

Requirements :

- 7-10 years experience in heading customer service function

- Ability to translate your skills to other employees through training and mentoring

- Excellent verbal and written communication skills

- Proficiency with Microsoft Office Suite and Google Docs