As the Head of Customer Experience, you hold a key leadership position within the International team at Nosto, covering three core regions (Central Europe, ANZ, LATAM). Together with the wider team, your mission is to empower our customers within these regions to be successful through the Nosto platform and continuously improve the overall customer experience.
You will report directly to the General Manager (Matthäus Bognar) and have a strategic end-to-end view on growing the organization in a multicultural context. You will be responsible for raising the customer outcomes to a higher level, owning the Net Revenue Retention metric within the region, as well as creating a great environment for a growing team of eight Customer Success team members.
The Head of Customer Experience is preferably based in Berlin, Germany (or elsewhere in Germany) or alternatively in Paris, France.
Managing a growing team of currently eight people located between Berlin, Paris and Sydney
Living and supporting the Nosto values such as Innovate Fearlessly & Succeed Together, within the team.
Coaching & training your CSMs with all aspects of their work and supporting their professional development
Owning the net retention rate and other key CS metrics within the region
Maintain and grow a network of loyal and trusted client Ambassadors for external Reviews, NPS, speaking opportunities, sales reference and referrals
Creating retention plans for non-engaged clients through creative initiatives
Assisting your team in finding win-win opportunities for client investments
Spreading product knowledge in the wider regional team with BDMs, SDRs, PMs, Marketing
Becoming the customer’s voice for product feedback and improvements
Supporting New Business Sales development by setting up reference calls between existing & prospective clients
The Ideal Candidate
Over 5 years of SaaS customer experience, both Mid-Market and Enterprise segment (experience within the retail industry is a plus)
Experience in either Customer Support/Success or Customer Service for multiple years
Experience in leading teams with customer-facing roles for at least 2 years
Experienced with modern platforms like Intercom, Salesforce, Atlassian, Gsuite.
Growth & startup mindset - challenges & a fast-paced environment motivate you
Strategic thinker who can also get things done and contribute creative solutions to problems as they arise
Autonomous problem solver & leader, able to define, design and lead projects from A to Z
Deep knowledge of the global eCommerce market is a plus
Strong project management and organizational skills
You are fluent in English, German/French/Spanish is a plus.
What we offer
Fast learning of all the aspects of the e-commerce
Working with a state-of-the-art product and delivering it to exciting and innovative D2C brands.
A great team consisting of highly experienced professionals with rich backgrounds in Tech, eCommerce and Data Science
A job that gives you independence and autonomy and the opportunity to make a real difference in a fast-growing company.
At Nosto, we believe shopping should be personal and our people work to the best of their abilities to ensure retailers and brands are providing the eCommerce experiences their customers deserve. With a global team spread across eight cities and seven countries, Nosto is a melting pot of backgrounds, personalities, and expertise.
As a team of self-motivated, compassionate individuals who all get excited to make shopping just a little bit more fun, we set our goals high and we always make sure to have some fun on our way to reach them.
Who are we?
Rather than telling you all the reasons why you’ll love working at Nosto (we’re saving that bit for last--promise*), here are the three main things you should know about our company:
We’re transforming the world of eCommerce. As the fastest growing personalization & merchandising solution in the world, it is our mission to help online retailers like Gymshark, O'Neill, Patagonia, Superdry, Paul Smith, French Connection, Leroy Merlin, Conforama, Douglas and many more to deliver personalized shopping experiences for their customers – across every touchpoint and device. Nosto supports its retailers from its offices in Helsinki, Berlin, Stockholm, London, Paris, New York, Los Angeles and Sydney.
We value simple solutions and powerful results. We’re trusted by more than 3,000 eCommerce professionals in over 100 countries, so with great power comes great responsibility. Our strategy? We keep it simple. We empower retailers to build, launch and optimize 1:1 multi-channel personalization campaigns without the need for dedicated IT resources.
Our teamwork makes the dream work. Nosto employs talented individuals from all walks of life, but no matter where we’re from we all agree that success is a group effort. We offer plenty of chances to connect and collaborate with your fellow colleagues.
Founded in Helsinki in 2011, Nosto enables online retailers to deliver their customer’s personalized online shopping experiences at every touchpoint, across every device. Over 25,000 eCommerce professionals in over 100 countries are using Nosto to grow their businesses and delight their customers. Nosto supports its retailers and delivers happy shopping experiences from its offices in Helsinki, New York, Los Angeles, London, Berlin, Stockholm and Paris. There are more than 100 of us now in the team, and we need help to continue our journey.
Founded in Helsinki in 2011, Nosto enables online retailers to deliver their customers personalized online shopping experiences at every touch point, across every device. Over 25,000 ecommerce professionals in over 100 countries are using Nosto to grow their business and delight their customers. Nosto supports its retailers and delivers happy shopping experiences from its offices in Helsinki, New York, Los Angeles, London, Berlin, Stockholm and Paris. There is more than 100 of us now in the team, and we need help to continue our journey.