- Develop and execute a long-term Customer Experience strategy aligned with revenue growth and commercial objectives.
- Transform the Customer Service organization (50+ team members) into a more commercially driven function, promoting upselling, cross-selling, and proactive client engagement.
- Optimize end-to-end customer processes (including Order-to-Cash, billing, and dispute resolution) to reduce friction and enhance customer loyalty.
- Present data-driven insights and strategic proposals to senior leadership, positioning CX as a revenue-generating function rather than a cost center.
- Identify opportunities within the customer journey to increase retention, expand accounts, and drive incremental sales.
- Partner closely with Sales, Operations, and Finance to align customer experience initiatives with overall business growth strategy.
Lead and transform a 50+ Customer Service team into a rev...