Head Of Community at Sendy Limited

Roles for the Head Of Community Job

• Own the over Sendy customer service process, guaranteeing clients a Simple, Transparent, and User-Focused customer experience.
• Define and optimize customer lifecycle, tracking the success of the program and enhancing the product, process and experience as necessary.
• Understand customer complains and work with Tech team and Operations team to implement long-term solutions to prevent recurring customer issues.
• Develop automated systems, procedures, policies and standards.
• Analyze statistics and compile accurate reports.
• Manage the team to deliver on and monitor Community KPIs
• Lead, develop, engage, manage, mentor, and train your team to maximize performance and potential.
• Develop and implement a customer service policy for a company cross borders.
• Provide a compelling vision to keep Sendy’s focus on Customer Relationship Management strategically, tactically and in real time.
• Ensure effective execution of complaint root cause analysis and work with other business areas to implement improvements and controls.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.

Head Of Community Job Requirements

• 5+ years experience developing and delivering on customer experience strategies and management
• Understanding of startup speed and working environment.
• Prior experience managing cross-functional teams.
• Problem-solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
• You are an excellent and influential communicator and use data to reinforce your positions and decisions
• Calmness in the face of a storm.
• Motivate a team under pressure, with challenging timelines and targets.
  Capable of delivering against Investor KPIs and ownership of P&L.
• Highly competitive and have a unique drive to win.
• Hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher-level thinking. You thrive in a fast-paced environment.
• Understanding of startup speed and working environment.