As animal lovers, we all want the best for our furry companions. Like for us humans, having access to healthy and adapted food is essential for our pets’ well-being. So in 2018, we decided to create our dream pet food experience and launched Hector Kitchen! We provide high quality food, tailored for the pets’ specific needs, delivered directly to your doorstep.And that’s not all; at Hector Kitchen, our mission is to make your life easier, helping you better know your four-legged friend. Using the power of data, technology and innovation, we follow your pet’s needs throughout his life, and share with you precious information to make you a better, more informed pet owner.We are looking for a Head for Customer Happiness to take the lead of our
As animal lovers, we all want the best for our furry companions. Like for us humans, having access to healthy and adapted food is essential for our pets’ well-being. So in 2018, we decided to create our dream pet food experience and launched Hector Kitchen! We provide high quality food, tailored for the pets’ specific needs, delivered directly to your doorstep.
And that’s not all; at Hector Kitchen, our mission is to make your life easier, helping you better know your four-legged friend. Using the power of data, technology and innovation, we follow your pet’s needs throughout his life, and share with you precious information to make you a better, more informed pet owner.
We are looking for a Head for Customer Happiness to take the lead of our Customer Happiness Team. In this role you will be driving your team to always provide accurate, fast and personalized assistance to our customers as well as elaborating and executing a strategy that will allow the company to scale-up. More than a team leader, we are looking for a true collaborator who will understand our vision, and who will know how to embrace it and bring it even further.
YOUR RESPONSIBILITIES:
Team leading: You drive performance and organize tasks within your team to ensure maximum efficiency, guaranteeing the quality of the solutions proposed and response delays. You know the ins and outs of Hector Kitchen and you are a go-to figure for your team.
Analyzing customer account trends and providing feedback: Keeping track of our e-reputation as well as CRM and CS analytics you extract valuable information and provide feedback to internal stakeholders.
Innovation & collaboration: While building relationships with key business partners, you will use your analytical mind to promote quantitative and qualitative growth. You will propose and deploy strategies that make sense for Hector Kitchen and will increase our reach as well as the quality of our service.
Bugs and problem solving: In collaboration with your team and all the departments, you are responsible for detecting and solving issues that can occur.
Developing a positive team culture: Hand in hand with the executive team and HR, you embody Hector Kitchen’s values and inspire your team to do the same & strive for excellence.
Resource management: You make sure to optimize the resources that are at your disposal and ensure that your team possesses the necessary resources to perform, such as tools and equipment. In collaboration with HR you monitor and promote your team’s wellness, report on the recruitment needs and play an active role in the recruitment of new team members.
Language: You are a French native speaker and fluent in English, German is a plus.
Experience: You have at least 5 years of experience in customer service and at least 2 years in strategic positions. You have a deep understanding of KPIs & improvement drivers in the customer funnel. Logistics knowledge and experience with subscription services are a plus. You have experience or working understanding of Zendesk, Zoho, Forrest and Crisp.
Leadership and communication skills: You are a natural leader and know how to motivate a team to reach your objectives. Collaboration is second nature to you.
Strong collaboration and teamwork: Nobody has all the answers, and we want someone who can work with the team to leverage our collective strengths. We need you to make us all better, and let us help you get better as well.
Strategic mindset: You will be part of a growing start-up, and we are counting on you to help us scale-up, in collaboration with the rest of the team.
Adaptable: You thrive in an agile work environment, you can adapt quickly and face challenges with optimism and enthusiasm.
Organisation skills: You are rigorous and organised, you make sure that nothing or no one gets overlooked, whether it is internally or with our customers .
Animal lover: You are an animal lover who knows how important our furry friends are to the people who care for them.
ADDITIONAL INFORMATION:
Start date: Immediate.
Location:Barcelona (Spain).
Remuneration: Based on profile.
Perks: Weekly free lunch, healthy food for your pet & more.
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