[TT-714] Global Customer Service Manager - B2B

[TT-714] Global Customer Service Manager - B2B

05 ene
|
Reconocida empresa
|
Barcelona

05 ene

Reconocida empresa

Barcelona

About Glovo:We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Hispanic America and Africa. With food at the core of the business, Glovo delivers any product within your city at any time of day.Our vision and ambition are not only to make everything immediately available in your city but it is also to offer our employees the job of their lives. A job where you'll be challenged and have the most fun working in through tech-enabled experiences.Your work-life opportunity:Glovo is building the future of cities by enabling anyone to get any product from any store in their city delivered in minutes.

Our goal is to provide on-demand delivery infrastructure for every city in the world.The B2B team is Glovo’s last-mile logistics service for e-commerce, a huge industry that is still growing rapidly with many challenges ahead. At Glovo, you will join a team that is working to revolutionize the industry from scratch with the main e-commerce players in any market (e.g. Alibaba).In this role, you will be responsible to help design our Customer Service product roadmap, proposing solutions to the delivery pain points that the customers of our partners.You will be working closely with the Global Head of Ops B2B, the local customer service teams and the business product team.Be a part of a team where you will:Define customer service strategy: Being responsible for improving end to end customer journey experience in the B2B vertical (across all regions), whether it’s about fixing pain points or coming up with brand new ideas to deliver world class experience to our partner’s customersHelp build and manage a team of local customer service managers, who report indirectly to youManage End-to-End Project: Overall initiate, plan, execute, monitor, control, close of key strategic projects. Oversee & report customer experience KPIs & PerformanceDefining requirements and high level process/system solutions agreeing with business teams across the company (Commercial, operations, product, liveops, BI, etc) Develop a detailed project plan to monitor and track progressWork jointly with country/cross-regions stakeholders to ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issuesSupport the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per planDrive analysis of important strategic decisions to improve customer experience; both qualitative/quantitative dataCreate more channels for customer feedback, e.g. NPS, Ratings & reviews, social media reviews, surveys, interviews, etcManage & analyze that feedback to generate insights on customers’ pain points and map them across the customer journeyTranslate research findings into clear business implications and drive increased interest for researchCreate a culture and processes which achieve the business goals and objectives with regards to their customer serviceManage feedback and critical issues resulting in social networks with expertise of a Community ManagerCoordinate the operation of the assigned Live Ops hubsReduction of the cost to serveAct as the Voice of the B2B Customer across the organisationContinually develop improvements and embed successful change projects.Drive quality and consistencyYou have:Have gained 3+ years of work experience in a top-tier consulting firm, market/consumer research firms or functions in global brands, or in high-growth start-upsExperience in Community Management is a plusHave demonstrated strong project management, market/consumer research & presentation skillsHave experienced on market/consumer behavior research and surveys (online, offline surveys, focus group interviews, etc)Strong knowledge in analytical tools such as Looker, Excel, among other analytical tools; Knowledge in R, Python, SQL, Google Analytics is a plus You think logically and critically, can easily break complex problems into smaller ones and able to prioritize them effectively with solid backing of dataYou are a great communicator who is capable of influencing a diverse stakeholderEntrepreneurial drive and the ability to achieve goals in a fast paced environment complete your profile.Curious by nature, have great attention to detail, and have the attitude and aptitude to make things betterMake a good business case and convince people to help you executeNative/Fluent in English & Spanish; other language from EU is a plusHands-on attitude is a must. You’ll have to roll up your sleeves!Experience our Glovo Life benefits:Enticing Phantom Shares planAttractive Relocation package (if applicable ;))Comprehensive Private Health InsuranceCobee discounts on kindergarten, transportation, and foodFree monthly Glovo credits to spend on our restaurant products (and zero Glovo delivery fee on all Glovo orders!)Cool perks such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 2 months!Discounted Gym membershipsFlexible working environmentWhat you’ll find when working at Glovo:Gas: We work hard with energy and passion for what we do.Care: We act in the best interest of a sustainable future.Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone.Stay Humble: We embrace mistakes and feedback to learn from them.Glownership: We roll up our sleeves and get work done no matter our position and level.If you believe you match these values, we look forward to meeting you!At Glovo we believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee. As of 2020, we’re currently present in more than 22 countries across Europe, Latin America, Africa, and Asia. For additional information on Glovo, please visit



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