Develop and execute a long-term Customer Experience strategy aligned with revenue growth and commercial objectives.
Transform the Customer Service organization (50+ team members) into a more commercially driven function, promoting upselling, cross-selling, and proactive client engagement.
Optimize end-to-end customer processes (including Order-to-Cash, billing, and dispute resolution) to reduce friction and enhance customer loyalty.
Present data-driven insights and strategic proposals to senior leadership, positioning CX as a revenue-generating function rather than a cost center.
Identify opportunities within the customer journey to increase retention, expand accounts, and drive incremental sales.
Partner closely with Sales, Operations, and Finance to align customer experience initiatives with overall business growth strategy.
Lead and transform a 50+ Customer Service team into a rev...