Head Of Customer Experience Caserta

Head Of Customer Experience
Caserta
Campania, Caserta

At Bhblasted , we are on an ambitious journey to become a global leader in the MarTech and AdTech space. Currently, in a phase of rapid expansion, we are seeking a visionary Head of Customer Experience for our business unit Adtucon to lead and elevate our customer experience strategy to new heights. In this role, you will be pivotal in shaping Adtucon's customer journey, driving satisfaction, retention, and growth through innovative, data-driven approaches.

ROLE OVERVIEW As the Head of Customer Experience, you will be at the forefront of our efforts to deliver unparalleled customer satisfaction and retention, particularly within the high-stakes environment of online paid advertising. Your mission is to support, engage, and retain pro users by ensuring they can use our platform to its fullest potential, achieve top-tier results, and continuously improve their performance.

WHAT WE WOULD LIKE YOU TO TAKE CARE OF Define and Execute Customer Experience Strategy: Develop a world-class customer success strategy focused on customer retention, satisfaction, and value generation.

Build, lead, and mentor the Customer Experience team, fostering a customer-centric culture and driving performance to exceed KPIs.

Collaborate cross-functionally with Marketing and sales teams to ensure a seamless client journey and deliver maximum customer value.

Implement retention strategies to minimize churn and maximize client satisfaction.

Identify and drive opportunities for upselling and cross-selling additional services.

Monitor and manage customer success metrics, reporting on retention, expansion, and customer health.

Represent the company at industry events, conferences, and webinars.

Empower our Customer Experience team to exceed expectations and create lasting client relationships.

Hire and expand the team, when needed to meet clients' expectations and business objectives.

WHAT WE WISH YOU'D BRING WITH Proven experience (7+ years) in Customer Experience/Success within a digital marketing or technology-driven company.

3+ years in a leadership role, managing and mentoring customer success or account management teams.

Strong understanding of digital marketing concepts, including social advertising, PPC, and analytics.

Data-driven mindset with the ability to analyze data and create actionable insights.

Excellent communication and interpersonal skills.

Track record of success in driving client engagement, satisfaction, and retention.

Language proficiency: Italian and English, both spoken and written.

NICE TO HAVE Experience in large-scale project management.

Experience working in a rapidly changing and growth-oriented environment.

Professional experience abroad outside of Italy.

WHAT WE WOULD LIKE TO OFFER YOU Join an innovative team during an exciting phase of growth.

Opportunity for rapid growth within your role and beyond.

Independence and full autonomy to shape your work.

Contract & Compensation: in line with the candidate's experience.

Portfolio of Benefits - pick what you like!

You'll be working in a hybrid setup from our innovative office in the heart of Caserta.

Plenty of Team Events & Office Snacks.

State-of-the-art hardware and software.

D, E&I STATEMENT At Bhblasted, we celebrate diversity and view it as an opportunity for growth and enrichment.

ESG STATEMENT We are committed to minimising our environmental impact and promoting positive social change.

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