head of customer service customer centricity

As head of customer service, customer centricity is your passion and main driver. You are responsible for customer service within citizenM - driving the vision & strategy for excellence and consistency within and being the voice of the customer throughout the company. You will lead the EU customer service team (located at Schiphol and Paris) and guide the other team leads and their teams. You oversee and manage the main KPI's on customer satisfaction, employee satisfaction, productivity and cost effectiveness. Next to that you are always on the hunt for continuous improvement of our service, our ways of working and our tooling together with our project leads.

CitizenM is growing fast in the coming years. In this growth plan establishing and developing a sustainable relationship with (to be) guests. The Connect team is the 24/7 customer service team of citizenM. We help all our guests (b2b & b2c) with all kinds of questions they have, at every time of the day - via phone, online chat & email. The ambition of the Connect team is building meaningful customer relations by providing the unique citizenM experience through phone, online chat & email - inspired by our ambassadors - during the entire customer journey. Since our hotels are active in various time zones, the Connect team operates from different locations (several global locations) in order to support our guests 24/7. You are responsible for the coaching, guiding and stewarding of the global Connect team to drive our committed goal of enhancing the citizenM guest experience during the entire customer journey.

Key Responsibilities

• Customer service strategy: You play the lead role defining & rolling out the (B2B2C) customer service strategy. You oversee and determine key strategic direction and objectives and link it to our citizenM strategic plan. In this context, you drive necessary changes for the improvement of operating and organizational efficiency of the customer service team.
• Voice of the customer: You proactively share customer insights & feedback into the company and work closely together with the other business teams, hotel teams and shared services teams to improve our overall customer experience.
• Service tooling: You are in the lead of our service tooling strategy, in close collaboration with our Product Owner Sales & Service tooling. You drive the scaling of our customer service, where the ambition is to have a 360 view of our customers. Our chatbot is also in scope of our service tooling, where you make sure that our chatbot is able to support our customers with "easy" questions.
• Performance & data: You are accountable for the customer service performance by the Connect team including developing scalable growth strategy and data driven decision making. On top of that, you measure the effectiveness of all customer service initiatives and improvements.

Qualifications / Skills

• Minimum of Bachelor degree preferably in digital, hospitality or business domain
• Proven experience in customer service and/or customer experience
• Customer thinking is the core of your being
• Ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders
• Strong prioritization, analytical, problem-solving and decision-making skills
• Excellent communication skills, fluent English
• Keen eye on digital innovation (proven track record is a pre) and knowledge of IT (CRM/PMS), chatbot technology and customer service tooling is a pre

What's in it for you?

• CitizenM experience nights for you (and friends and family)
• Personal and professional development opportunities
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)

CitizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world's fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditional… and neither are our support offices. We're open-minded, with kind hearts and global minds. We actively seek applications from qualified individuals and groups who are under-represented in the workplace, whether in relation to religion, ethnicity, age, gender identity, sexual orientation or disability. We're also happy to make accommodations in the interview process and beyond to best suit the needs and strengths of disabled people and neurodivergent individuals. If you require accommodations, please add a note in your application and we will work together to find the best solution possible.