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Interim SVP of Customer Success, Marketplace, Europe

Jennifer Brook-Botfield
Jennifer Brook-Botfield
Director, Interim & Consulting

Interim SVP of Customer Success

Zeren Interim is proud to present an exciting opportunity for an experienced Interim SVP of Customer Success to join a successful VC backed Fashion Tech SaaS start-up that is transforming sourcing materials for fashion and footwear brands in Europe.

Their aim is to revolutionize one of the most pollutive industries in the world through promoting sustainable production practices through an international one-stop Marketplace where data meets innovation in a technology platform that simplifies the materials sourcing process for both buyers and suppliers.

As SVP of Customer Experience, you will be responsible for facilitating ownership of customer experience excellence throughout the company. Their vision is to achieve customer experience excellence by aligning customer expectations and goals with the company’s mission through a seamless, transparent experience that sustains growth for all stakeholders.

You are responsible for the delivery of a consistent brand promise and experience across all customer touchpoints to enable the company to gain more value from its customer relationships.

The role:

As Interim SVP of Customer Success, you will lead all current and future marketplace support services that help digitalise the sourcing processes for brands, material suppliers and factories

Other day to day resopnsibilities include:

• Establishing a digitisation program together with scanning hub leads that will globally serve customers with efficient services to digitize their materials and data. Take the advisory lead for clients on how to best digitise and optimise their products

• Working closely with sustainability subject matter experts to ensure strategy alignment, and implementation of key sustainability internal and external projects

• Establishing a central customer experience team, and initiatives that will run company-wide: customer research and analytics, customer relationship management, customer success and service, business process improvements and collaboration cross functions, and digitalization programs for clients

• Developing an effective and profitable CX customer experience strategy that delivers the right message and services through the right channels as well as leads excellency across the company to achieve high retention, loyalty, and advocacy for customers and partners

• Deploying a strategy into the organisation and systematically collect insights of improvements over time regarding strategic advantage and growth. Roll-out the roadmap in parts based on maturity, learnings, and the internal increase of capabilities and external evolvements of expectations.

The company:

  • 75 FTE employees based in the UK and wider Europe
  • A unique proposition which will be game changing to the fashion world
  • On a high growth trajectory, with a solid runway and are investing heavily in hiring strong talent across all functions
  • A transparent and honest culture: you’ll join a super bright and friendly team with exposure to working with the entire business

Desired skills and experience:

  • You have 10+ years’ experience working as a Customer Success leader as the first on the ground. A true builder and someone who is passionate about creating a first in class customer experience
  • Possess knowledge of commercialisation strategy ideally cross region/international
  • Are driven by outcomes and enjoy fast paced environments
  • Able to conduct research on your own including defining goals, methodologies, and clearly communicating insights
  • Operational and hands on, working closely with the sales, marketing and operational team to execute on a customer success led approach to the business

To apply for this opportunity, please reply to this advert or email your CV to Jennifer.brook-botfield@zerenglobal.com
 

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