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Team Lead Customer Journey CX

Customer Experience

Job description

Start your new career abroad today! Read more about Customer Experience at Helloprint in sunny Valencia.

👉 Have the adventure of a lifetime in sunny Valencia

👉 360 days per year of the sun in Europe’s most attractive city according to Lonely Planet

👉 +140 colleagues in Valencia from all around the world

👉 Amazing company activities, events, parties, and many more!

👉 Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever

👉 Free Spanish & Dutch classes

👉 Breakfast and Lunch are on us!

👉 Become part of our Growth Program, with plenty of job opportunities

Team Lead Customer Journey CX
As our new TL Customer Journey CX, you are the person that translates the customer needs of our fast growing company into a fully functioning Customer Experience to optimize the Customer Journey. A challenging role; With our marketplace model active in 13 European countries and the ambition to create Earth’s largest platform for printed products, this is a role for an experienced leader.

The TL Customer Journey CX role is of crucial importance to our growth. You are responsible for the Customer Journey of our company, in close cooperation with our product-owners and the leadership team of the Customer Experience department. You provide strong project management, in close contact with all relevant stakeholders of the projects. You determine the functional requirements, and with what priority it will be done. You make sure that projects are delivered in the best possible way, balancing the requests from all your stakeholders with the goal to make the CX Journey as efficient as possible. You will take charge of a situation, are not afraid to make decisions, love to challenge the business and our developers and make things happen. At the same time, you’re a team player who can balance the needs of multiple stakeholders and steer every project into a success.

What you do

  • Approach Customer Experience in a strategic way, based on data, by working closely together with development, use metrics and data and make CX data driven;

  • Look for ways to improve, innovate and work more efficiently. You do this by focussing on processes on one side and increasing the quality and onboarding of Agents on the other side;

  • Manage, prioritize and define the roadmap within your projects to achieve your targets;

  • Create an excellent working environment for your team to keep them motivated and nurture growth: so, they can accelerate and excel in their roles;

  • Contribute to the happiness and job satisfaction of the employees by making them more autonomous and feel listened to, increase the mastery in their role and adding purpose to the job;

  • Work closely together with our development team and with stakeholders from all different departments within Helloprint with two goals: Improve the customer journey to prevent reaching out to CS and improve the CX agent journey.

Job requirements

What we are looking for:

  • You are a strong communicative leader with proven leadership skills;

  • With your enthusiasm you know how to get others on board;

  • You have at least 4-5 years of relevant working experience;

  • You have a proven track record in project management;

  • You have a solid technical understanding;

  • You breathe e-commerce and love to share your knowledge;

  • You have the ability to work well under pressure in a fluid, fast-paced team environment and able to respond to changing priorities;

  • You are a data-driven decision maker, you dare to challenge and say no based on priorities and roadmap;

  • You have a structured way of working and clear way of communicating both in your team and to other teams;

  • You are proactive, energetic and have a hands-on attitude.

What we offer

  • A unique challenge at a fast-growing European e-commerce company;

  • The adventure of your lifetime in sunny Spain;

  • A great community of more than 140 like-minded young professionals in Valencia from 36 nationalities;

  • Opportunities to grow personally and professionally, even into our Leadership Team. We don’t look for age or background, if you are extremely good, you will grow quickly;

  • Support with Spanish administration processes and relocation;

  • The best events and Friday drinks;

  • Free Spanish & Dutch classes;

  • Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever;

  • Breakfast, Lunch and healthy snacks are on us. Enough to keep you going all day!

More about Helloprint

Helloprint is a fast-growing international e-commerce company, ready to scale at large. With our mission to become Earth’s largest platform for printed products, we constantly challenge the status quo and try to do things differently. Helloprint is headquartered in Rotterdam, the Netherlands ’ best place to grow yourself. Together with our offices in Liverpool, Paris, Valencia, Lisbon, and Manila, our 200+ team from 36 nationalities is working in an entrepreneurial culture where freedom and responsibility are leading to high performance. Read more about Customer Experience at Helloprint in sunny Valencia.

Are you up for it?

Apply now and let us know why you are the perfect match for our team!

Welcome to Helloprint. Design Yourself.

*acquisition will not be appreciated, potential talent only, please.