Head of Customer Service (gn)
Core
Strategic leadership and operational management of a cross-brand customer service team for ESN and More Nutrition.
Role type
Senior leadership customer service head
Builds
Customer service strategies, processes, tools, and quality standards for D2C e-commerce and FMCG brands
Domain
E-commerce / FMCG / Sports nutrition
Deliverable
dashboards & analysis
Required skills
Team leadership, strategy development, process optimization, KPI management, vendor management, reporting, CRM/Helpdesk systems
Preferred skills
D2C/E-commerce/FMCG experience, scaling customer service structures, hands-on mentality
Technologies
CRM systems, Helpdesk tools
Responsibilities
Lead and develop the customer service team, develop service strategy and processes, ensure high service quality across channels, collaborate with logistics and brand teams, select and manage external service providers, establish reporting and drive optimization
Seniority
Head of, strategic leadership with hands-on execution