Head of CX Operations, EMEIA – Open to UK remote workers

London, UK Customer Experience Full-time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

This role will lead the strategic direction, continuous improvement, and daily management of the Customer Success Operations team in EMEIA. The individual in role is accountable for aligning the customer experience strategy across all 3 CX pillars and supporting the execution. You will be the orchestrator and owner for the operational strategy of the EMEIA Customer Experience organisation. In this role, you will support the EMEIA CX organisation and leadership team providing critical business insights, performance metrics and ownership of all key processes. In addition to the process management, reporting and insight management you will act as the conduit between process and technology needs, implementation, and execution. The individual in role will be accountable for all enablement & development planning and execution of the EMEIA CX organisation.

What are we looking for?

  • Own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey, key performance indicators and ultimately GRR
  • Lead, coach and manage the Customer Experience Operations team and makes all hiring, performance management and disciplinary decisions for these roles
  • Own and lead CX playbook creation, activation & revision across all teams, driven by data & insights
  • Manage cross-functional projects in efficient, timely and agile manner to deliver continuous business improvements
  • Build & drive process, change management, systematic practice, and tooling for CX
  • Acts as a subject matter expert for the technology stack within CX EMEIA organisation
  • Regular reporting on the CX organisation’s activities & performance in Salesforce (and/or Customer Success platform/DOMO/other tech as required); provides regular reporting for the VP CX EMEA and other Cision Leadership to deadline
  • Build executive level presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with CX leadership
  • Identify structural issues or inefficiencies (people, process, planning) within the CX organization, functional interdependencies and cross-silo redundancies; collaborate with stakeholders to recommend and implement improvements
  • Work cross-functionally and build strong relationships with all CX leadership team plus New Business, Account Management, and Revenue Operations 
  • Performs other duties as required 

Essential Skills and Experience

  • Proven experience of leading customer-facing/interacting/influencing teams in a similar capacity (customer success, professional services, or customer services)
  • Significant experience in customer/public relations or communications is desirable 
  • Strong leader/collaborator with proven abilities to partner internal stakeholders in support of fostering a cohesive and compelling customer experience  
  • Advanced listening and verbal communication skills to understand customer needs or problems and respond clearly and concisely. Solid relationship building, influence, and negotiation skills.  
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements
  • Track record of creating and delivering high profile strategic projects within a business, across functions and/or multi country organisations
  • Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities   
  • Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer experience management.  
  • In-depth expertise with Salesforce or similar CRM software is required; experience of other relevant CX technology is desirable    
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required  
  • Undergraduate degree or equivalent is preferred  
  • Strong written & verbal English

What you will get

  • Career progression opportunities
  • Dental and healthcare plan
  • Employee Assistance Programme (EAP)
  • Cision Extras – retail discounts
  • Learning Portal

If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

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As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
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