Job Description: Customer Experience Manager

The Customer Experience Manager is responsible for developing, shaping and executing a holistic customer experience strategy around the customer journey with the aim of improving satisfaction, engagement and customer lifetime value. We advocate for customers, think in their shoes and embrace a strong sense of ownership accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

As a Customer Experience Manager, you will manage different relationships between various internal and external stakeholders and users and you are the voice of the customer towards our product team. You will have both operational and strategic responsibilities, so you shouldn’t be afraid to “get your hands dirty”. You will own and contribute to information that measure splidu’s end-to-end experience. You will drive studies across multiple solution offerings (e.g. Underground Dining , Private Chef, Events, and other future offerings), partnering with the Co-Founders and Senior Management team members in developing strategies and tactical plans on actionable findings. The role will allow you to make a real impact in our customer’s experience and provide a dynamic and innovative solutions to address new challenges.

Strategically your mission will be to own and develop relationships with our customers to drive growth through differential experience offerings and retention improvements.

On an operational level you will provide support and responds to customer queries via live chat, email support and other engagement tools.

To succeed in this role, you will have to be deeply involved in ensuring that the role functions seamlessly with a strong focus on operational excellence and customer satisfaction. An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all touch points.

Being innovative and having an out of the box thinking approach is critical to the success of this role. Bringing creativity to the table in everything we do should be second nature to create the differential experience that we are seeking for our customers.

Responsibilities

The Customer Experience Manager is responsible and accountable for (but not limited to) the following:

• Shaping the customer communication programme and driving consistent brand messages across all delivery platforms
• Work cross-functionally with the Co-Founders and other business functions such as Sales/Business Development, Product Development Team, Operations, and any other ancillary services etc. for implementation of projects/initiatives to improve customer satisfaction.
• Implements standardized processes procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.
• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.
• Provides direction guidance to customers in all categories for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business
• Pro-actively identifying possible gaps and challenges and executes online and offline actions to ensure customer experience is not compromised and the customer is left feeling delighted with the service offerings of splidu
• Consolidates and analyzes solution-wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer delight. Designs and delivers projects which help achieve tangible outcomes.
• Monitors and ensures that operational related KPIs are achieved for customer experience across all categories e.g. Average Response Time;
• Work in close collaboration with the Product Development team (internal and external) to define requirements and identify the infrastructure capable of best supporting seamless engagement, service delivery at each customer touchpoint
• Collect and translate insights into tangible design opportunities to inspire innovation
• Contribute to defining the project perimeter and building innovative business strategies that take into account the needs of users, business requirements, and project constraints.
• Analyze failure or pain points within existing services and experiences and identify root causes for that failure
• Set up and run the overarching Voice of Customer Programme – define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, Web, Omni-channels, Social, Reviews etc…)
• Define and establish the bank-wide CX measurement framework & metrics (NPS, CSAT, User love metrics etc..)- developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
• Responsible for customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions

Requirements

To thrive in this role, you probably have a few years of experience in a similar role, preferably in the hospitality and food tech space. You are not a stranger to processes such as increasing net retention, minimizing the churn, upselling, growing customer portfolio and managing the budget.

We are a data-driven company so it’s good if you like working with data and reports, making sure you can demonstrate the challenges and achievements to the whole organization. Understanding of the overall solution at a detailed level is imperative to provide the level of support expected to our customers.

• Whilst some relevant experience will be helpful, we have seen that common sense and the personality and attitude to drive customer excellence exist in a few – we are looking for that “spark” in people’s eyes to truly move the needle in the right direction
• Ability to operate in a growth environment, dealing with ambiguity
• Capacity to understand, articulate and position the value of an assurance-based solution to the customer
• Passion for sustainability related topics. Strong interest in digital technologies related to trust, transparency and the digital transformation of food tech
• Flexible and service minded with the ability to simplify and have a high degree of resilience
• Results oriented having a sense of urgency and “can do” attitude
• Innovative and enthusiastic approach to problem-solving
• Expertise in insights generation to drive positive outcomes in customer experience using experience management tools such as Customer Journey maps, personas etc
• Affinity for working with quantitative data, while appreciating the art form that comes with applying it to customer engagement
• Excellent ability to break down and communicate complex ideas
• Data analysis ability with a solid understanding of links to commercial business
• Skills and familiarity with CX measurement, data tools and survey platforms (Qualtrics, Medallia, Teradata, Tableau, Salesforce etc)
• Excellent analytical and communication skills
• Familiarity with both quantitative and qualitative research methods + research best practices
• Excellent project management abilities, working closely with multiple stakeholders
• Hands-on experience in building data-driven models and dashboards
• Desire to collaborate with the team and build working relationships
• High level of ownership, quantitative acumen, and entrepreneurship

Apply Because You Want To…

• Have the opportunity to work in an exciting and rewarding start-up environment and get a wealth of knowledge and experience, usually remotely and compete with best-in-class companies who are on the front line of innovation
• Work remotely from home or anywhere you fancy (other than when we want you at a specific place and specific time!), saving you commuting time and promoting work-life balance
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organizational culture that places learning at the centre of what we do

IMPORTANT: The nature of this role requires that you be flexible with your schedule in order to cover business requirements. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time.

Job Description: Acquisition Manager

The Acquisition Manager is responsible for developing, shaping and executing platform user (vendor & experience seekers) strategies and executable tactical plans with the aim of driving the overarching strategy of the business of creating an ecosystem of connecting people and driving business success based on defined metrics.

We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points through our solutions. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

As a Acquisition Manager you will manage different relationships between various internal and external stakeholders and users and you will have to conceptualize and execute strategies for driving vendors and users to the platform. You will have both strategic and operational responsibilities, so you shouldn’t be afraid to “get your hands dirty”. You will own and contribute to overall platform acquisition. You will drive acquisition across multiple solution offerings (e.g. Underground Dining, Private Chef, Events, etc), partnering with the Co-Founders and Customer Experience Manager.

Strategically your mission will be to own and develop relationships with our vendors and users to drive growth through gross renewals, expansions, and retention improvements.

On an operational level you will engage with internal and external Marketing and Branding teams and/or agencies, execute strategies conceptualized to prioritize and acquire the right vendors on the platform, ideate and support execution with vendors on differential experience offerings (events, etc.) to ensure high engagement levels.

Responsibilities

The Acquisition Manager is responsible and accountable for (but not limited to) the following:

• To set the strategic go-to-market (GTM) approach thereby establishing the commercial direction of splidu, working in close coordination both with relevant internal and external stakeholders
• To set and execute the strategic Marketing, Communications and Positioning of splidu’s diverse portfolio of solutions, to increase visibility and positioning of splidu as a preferred enabler
• To engage a set of target key customers with a consultative-selling approach and drive the digital offering and inclusion of specific GTM actions towards key customers
• In close collaboration with the Co-Founders, design, package and launch new services by embedding digital modules that splidu either possesses, needs developing or sources through strategic partnerships
• To foster the sharing of best practices and build a growth playbook to improve and shorten the time-to-impact and optimizing cost of new vendor and user acquisitions and solutions being launched
• To deploy sales operations by driving a pipeline against key metrics, coordinating target setting, incentive design and monitoring sales performance.

Requirements

This is an exciting opportunity for a forward-thinking entrepreneurial sales leader passionate about trust, sustainability and the digital transformation of the food tech space and transition to a super app status.

You will be expected to perform against wider strategic goals and your key performance target will include achieving or exceeding commercial targets.

To thrive in this role, you probably have a few years of experience in a similar role, preferably in the hospitality and food tech space. You are not a stranger to processes such as increasing exponential growth in vendor and user acquisition, upselling, growing customer portfolio and managing the budget.

We are a data-driven company so it’s good if you like working with data and reports, making sure you can demonstrate the challenges and achievements to the whole organization. Understanding of the overall solution at a detailed level is imperative to provide the level of support expected to our customers.

• Whilst some relevant experience will be helpful, we have seen that common sense and the personality and attitude to drive vendor and user excellence exist in a few – we are looking for that “spark” in people’s eyes to truly move the needle in the right direction
• Commercial leadership experience with experience in digital, food tech or associated solutions and demonstrated success in achieving and exceeding sales targets
• Ability to operate in a growth environment, dealing with ambiguity
• Capacity to understand, articulate and position the value of an assurance-based solution to the customer
• Passion for sustainability related topics. Strong interest in digital technologies related to trust, transparency and the digital transformation of food tech
• Flexible and service minded with the ability to simplify and have a high degree of resilience
• Results oriented having a sense of urgency and “can do” attitude
• Innovative and enthusiastic approach to problem-solving
• Expertise in insights generation to drive positive outcomes in acquiring vendors and users to the platform using appropriate and relevant sales tools
• Affinity for working with quantitative data, while appreciating the art form that comes with applying it to acquiring vendors and experience seekers
• Excellent ability to break down and communicate complex ideas
• Data analysis ability with a solid understanding of links to commercial business.
• Skills and familiarity with data tools (Clever Tap, Tableau, Salesforce or any other CRM, etc)
• Excellent analytical and communication skills.
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Excellent project management abilities, working closely with multiple stakeholders
• Hands-on experience in building data-driven models and dashboards
• Desire to collaborate with the team and build working relationships
• High level of ownership, quantitative acumen, and entrepreneurship
• Strong written and verbal English communication skills, and fluency in another language

Apply Because You Want To…

• Have the opportunity to work in an exciting and rewarding start-up environment and get a wealth of knowledge and experience, usually remotely and compete with best-in-class companies who are on the front line of innovation
• Work remotely from home or anywhere you fancy (other than when we want you at a specific place and specific time!), saving you commuting time and promoting work-life balance
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organizational culture that places learning at the centre of what we do

IMPORTANT: The nature of this role requires that you be flexible with your schedule in order to cover business requirements. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time.

Job Description: Business Development Manager

The Customer Experience Manager is responsible for developing, shaping and executing a holistic customer experience strategy around the customer journey with the aim of improving satisfaction, engagement and customer lifetime value. We advocate for customers, think in their shoes and embrace a strong sense of ownership accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

As a Customer Experience Manager, you will manage different relationships between various internal and external stakeholders and users and you are the voice of the customer towards our product team. You will have both operational and strategic responsibilities, so you shouldn’t be afraid to “get your hands dirty”. You will own and contribute to information that measure splidu’s end-to-end experience. You will drive studies across multiple solution offerings (e.g. Underground Dining , Private Chef, Events, and other future offerings), partnering with the Co-Founders and Senior Management team members in developing strategies and tactical plans on actionable findings. The role will allow you to make a real impact in our customer’s experience and provide a dynamic and innovative solutions to address new challenges.

Strategically your mission will be to own and develop relationships with our customers to drive growth through differential experience offerings and retention improvements.

On an operational level you will provide support and responds to customer queries via live chat, email support and other engagement tools.

To succeed in this role, you will have to be deeply involved in ensuring that the role functions seamlessly with a strong focus on operational excellence and customer satisfaction. An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all touch points.

Being innovative and having an out of the box thinking approach is critical to the success of this role. Bringing creativity to the table in everything we do should be second nature to create the differential experience that we are seeking for our customers.

Responsibilities

The Acquisition Manager is responsible and accountable for (but not limited to) the following:

• To set the strategic go-to-market (GTM) approach thereby establishing the commercial direction of splidu, working in close coordination both with relevant internal and external stakeholders
• To set and execute the strategic Marketing, Communications and Positioning of splidu’s diverse portfolio of solutions, to increase visibility and positioning of splidu as a preferred enabler
• To engage a set of target key customers with a consultative-selling approach and drive the digital offering and inclusion of specific GTM actions towards key customers
• In close collaboration with the Co-Founders, design, package and launch new services by embedding digital modules that splidu either possesses, needs developing or sources through strategic partnerships
• To foster the sharing of best practices and build a growth playbook to improve and shorten the time-to-impact and optimizing cost of new vendor and user acquisitions and solutions being launched
• To deploy sales operations by driving a pipeline against key metrics, coordinating target setting, incentive design and monitoring sales performance.

Requirements

This is an exciting opportunity for a forward-thinking entrepreneurial sales leader passionate about trust, sustainability and the digital transformation of the food tech space and transition to a super app status.

You will be expected to perform against wider strategic goals and your key performance target will include achieving or exceeding commercial targets.

To thrive in this role, you probably have a few years of experience in a similar role, preferably in the hospitality and food tech space. You are not a stranger to processes such as increasing exponential growth in vendor and user acquisition, upselling, growing customer portfolio and managing the budget.

We are a data-driven company so it’s good if you like working with data and reports, making sure you can demonstrate the challenges and achievements to the whole organization. Understanding of the overall solution at a detailed level is imperative to provide the level of support expected to our customers.

• Whilst some relevant experience will be helpful, we have seen that common sense and the personality and attitude to drive vendor and user excellence exist in a few – we are looking for that “spark” in people’s eyes to truly move the needle in the right direction
• Commercial leadership experience with experience in digital, food tech or associated solutions and demonstrated success in achieving and exceeding sales targets
• Ability to operate in a growth environment, dealing with ambiguity
• Capacity to understand, articulate and position the value of an assurance-based solution to the customer
• Passion for sustainability related topics. Strong interest in digital technologies related to trust, transparency and the digital transformation of food tech
• Flexible and service minded with the ability to simplify and have a high degree of resilience
• Results oriented having a sense of urgency and “can do” attitude
• Innovative and enthusiastic approach to problem-solving
• Expertise in insights generation to drive positive outcomes in acquiring vendors and users to the platform using appropriate and relevant sales tools
• Affinity for working with quantitative data, while appreciating the art form that comes with applying it to acquiring vendors and experience seekers
• Excellent ability to break down and communicate complex ideas
• Data analysis ability with a solid understanding of links to commercial business.
• Skills and familiarity with data tools (Clever Tap, Tableau, Salesforce or any other CRM, etc)
• Excellent analytical and communication skills.
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Excellent project management abilities, working closely with multiple stakeholders
• Hands-on experience in building data-driven models and dashboards
• Desire to collaborate with the team and build working relationships
• High level of ownership, quantitative acumen, and entrepreneurship
• Strong written and verbal English communication skills, and fluency in another language

Apply Because You Want To…

• Have the opportunity to work in an exciting and rewarding start-up environment and get a wealth of knowledge and experience, usually remotely and compete with best-in-class companies who are on the front line of innovation
• Work remotely from home or anywhere you fancy (other than when we want you at a specific place and specific time!), saving you commuting time and promoting work-life balance
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organizational culture that places learning at the centre of what we do

IMPORTANT: The nature of this role requires that you be flexible with your schedule in order to cover business requirements. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time.

Job Description: Quality Analyst

The Customer Experience Manager is responsible for developing, shaping and executing a holistic customer experience strategy around the customer journey with the aim of improving satisfaction, engagement and customer lifetime value. We advocate for customers, think in their shoes and embrace a strong sense of ownership accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

As a Customer Experience Manager, you will manage different relationships between various internal and external stakeholders and users and you are the voice of the customer towards our product team. You will have both operational and strategic responsibilities, so you shouldn’t be afraid to “get your hands dirty”. You will own and contribute to information that measure splidu’s end-to-end experience. You will drive studies across multiple solution offerings (e.g. Underground Dining , Private Chef, Events, and other future offerings), partnering with the Co-Founders and Senior Management team members in developing strategies and tactical plans on actionable findings. The role will allow you to make a real impact in our customer’s experience and provide a dynamic and innovative solutions to address new challenges.

Strategically your mission will be to own and develop relationships with our customers to drive growth through differential experience offerings and retention improvements.

On an operational level you will provide support and responds to customer queries via live chat, email support and other engagement tools.

To succeed in this role, you will have to be deeply involved in ensuring that the role functions seamlessly with a strong focus on operational excellence and customer satisfaction. An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all touch points.

Being innovative and having an out of the box thinking approach is critical to the success of this role. Bringing creativity to the table in everything we do should be second nature to create the differential experience that we are seeking for our customers.

Responsibilities

The Customer Experience Manager is responsible and accountable for (but not limited to) the following:

• Shaping the customer communication programme and driving consistent brand messages across all delivery platforms
• Work cross-functionally with the Co-Founders and other business functions such as Sales/Business Development, Product Development Team, Operations, and any other ancillary services etc. for implementation of projects/initiatives to improve customer satisfaction.
• Implements standardized processes procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.
• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.
• Provides direction guidance to customers in all categories for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business
• Pro-actively identifying possible gaps and challenges and executes online and offline actions to ensure customer experience is not compromised and the customer is left feeling delighted with the service offerings of splidu
• Consolidates and analyzes solution-wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer delight. Designs and delivers projects which help achieve tangible outcomes.
• Monitors and ensures that operational related KPIs are achieved for customer experience across all categories e.g. Average Response Time;
• Work in close collaboration with the Product Development team (internal and external) to define requirements and identify the infrastructure capable of best supporting seamless engagement, service delivery at each customer touchpoint
• Collect and translate insights into tangible design opportunities to inspire innovation
• Contribute to defining the project perimeter and building innovative business strategies that take into account the needs of users, business requirements, and project constraints.
• Analyze failure or pain points within existing services and experiences and identify root causes for that failure
• Set up and run the overarching Voice of Customer Programme – define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, Web, Omni-channels, Social, Reviews etc…)
• Define and establish the bank-wide CX measurement framework & metrics (NPS, CSAT, User love metrics etc..)- developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
• Responsible for customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions

Requirements

To thrive in this role, you probably have a few years of experience in a similar role, preferably in the hospitality and food tech space. You are not a stranger to processes such as increasing net retention, minimizing the churn, upselling, growing customer portfolio and managing the budget.

We are a data-driven company so it’s good if you like working with data and reports, making sure you can demonstrate the challenges and achievements to the whole organization. Understanding of the overall solution at a detailed level is imperative to provide the level of support expected to our customers.

• Whilst some relevant experience will be helpful, we have seen that common sense and the personality and attitude to drive customer excellence exist in a few – we are looking for that “spark” in people’s eyes to truly move the needle in the right direction
• Ability to operate in a growth environment, dealing with ambiguity
• Capacity to understand, articulate and position the value of an assurance-based solution to the customer
• Passion for sustainability related topics. Strong interest in digital technologies related to trust, transparency and the digital transformation of food tech
• Flexible and service minded with the ability to simplify and have a high degree of resilience
• Results oriented having a sense of urgency and “can do” attitude
• Innovative and enthusiastic approach to problem-solving
• Expertise in insights generation to drive positive outcomes in customer experience using experience management tools such as Customer Journey maps, personas etc
• Affinity for working with quantitative data, while appreciating the art form that comes with applying it to customer engagement
• Excellent ability to break down and communicate complex ideas
• Data analysis ability with a solid understanding of links to commercial business
• Skills and familiarity with CX measurement, data tools and survey platforms (Qualtrics, Medallia, Teradata, Tableau, Salesforce etc)
• Excellent analytical and communication skills
• Familiarity with both quantitative and qualitative research methods + research best practices
• Excellent project management abilities, working closely with multiple stakeholders
• Hands-on experience in building data-driven models and dashboards
• Desire to collaborate with the team and build working relationships
• High level of ownership, quantitative acumen, and entrepreneurship

Apply Because You Want To…

• Have the opportunity to work in an exciting and rewarding start-up environment and get a wealth of knowledge and experience, usually remotely and compete with best-in-class companies who are on the front line of innovation
• Work remotely from home or anywhere you fancy (other than when we want you at a specific place and specific time!), saving you commuting time and promoting work-life balance
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organizational culture that places learning at the centre of what we do

IMPORTANT: The nature of this role requires that you be flexible with your schedule in order to cover business requirements. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time.