Head of Onboarding EMEA

Mews

  • Amsterdam, Noord-Holland
  • Vast
  • Voltijds
  • 4 dagen geleden
As Head of Customer Onboarding you will be responsible for communicating and ensuring your regional team's execution of the company's intended Customer Journey and delivery of a remarkable customer experience at each point along the onboarding journey. You will work closely with the Team Leads reporting to you and other managers of the Onboarding team and key stakeholders. You will report to the Director of Global Customer Onboarding who is accountable for the entire onboarding strategy. You will be a champion for the customer's interests and will influence the strategy, roadmap and operations of the department. You will act as a liaison between the Onboarding department and other divisions in the company to ensure a remarkable Customer onboarding experience and our customers' success. You will contribute with other roles such as Process Manager, Customer Operations and the Digital Hub to ensure a seamless workflow during onboarding.✅ Your mission, should you choose to accept it:
  • Assist the Director of Onboarding and VP of Customer Onboarding in designing, implementing, and monitoring the execution of the strategy within the designated territory.
  • Identify and assess potential risks to our business; develop and implement strategies to avoid identified risks, and/or revert those risks.
  • Build, nurture and support a talented and high-performing team of Customer Onboarding Team Leads, Customer Onboarding Managers and other onboarding related roles, ensuring alignment between them.
  • Lead team in complex situations, and coach the relevant members on how to successfully manage difficult situations.
  • Manage the day-to-day operations of the Customer Onboarding team in the designated territory.
  • Suggest improvements and enhancements to our customer onboarding experience
  • Manage 2nd level escalations/complaints within your team.
  • Responsible for delivering results in the territory such as Quality of Service, Time to Onboarding, Team upskilling, and Product adoption.
  • Suggest new metrics and reports, and analyse the data to increase efficiency, optimise capacity, ensure scalability and quality of service.
  • ‌Responsible for designing Mews Onboarding plans for our largest accounts when special projects arise in collaboration with Head of Strategic customers and projects. Responsible for ensuring and managing capacity to onboard the number of customers signed by the Sales in the designated territory.
🤝️ You'll be a great fit if you bring a few of the below with you:
  • Strong interpersonal skills and the ability to coach and develop teams regionally.
  • Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
  • Experience managing a team of individual contributors and team managers.
  • Strength in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
  • Highly proficient in utilizing project management best practices, project planning, and facilitative decision-making. Skilled in goal setting, prioritization, and time management.
  • Holistic thinker, excellent problem solver, communicator, stakeholder manager and public speaker

Mews