Head Of Customer Service

SALT is actively recruiting for a prominent next-generation centralized crypto exchange based in Dubai. We are searching for an experienced and dynamic professional to fill the role of Head of Customer Success. In this position, you will play a pivotal role in shaping and executing the company’s customer-centric strategy.

The ideal candidate will have a proven track record in driving customer satisfaction, building strong relationships, and implementing effective customer success programs, particularly within the cryptocurrency and blockchain industry.

Responsibilities:

• Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy to enhance user satisfaction and loyalty.
• Team Leadership: Lead and inspire the Customer Success team, fostering a culture of excellence and customer advocacy.
• Product Knowledge: Deep understanding of the company’s products and services to effectively address customer inquiries, provide guidance, and offer solutions.
• Customer Retention: Implement initiatives to reduce churn, increase customer retention, and maximize the lifetime value of customers.
• Feedback Analysis: Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities for innovation.
• Cross-Functional Collaboration: Collaborate with cross-functional teams, including Marketing, Product Development, and Sales, to ensure a seamless customer experience across all touchpoints.
• Metrics and Reporting: Establish key performance indicators (KPIs) for customer success and regularly report on the team’s performance to the executive leadership.

Requirements:

• *Must Have* Proven experience in a senior-level customer success role, within the cryptocurrency or blockchain industry.
• Demonstrated ability to lead and inspire a high-performing customer success team.
• Strong understanding of the cryptocurrency and blockchain space, with the ability to stay informed about industry trends.
• Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to a diverse audience.
• Strong analytical and problem-solving skills, with the ability to think strategically and implement effective solutions.
• Passion for ensuring a positive customer experience and a commitment to putting the customer at the center of all initiatives.
• Ability to thrive in a fast-paced and dynamic environment, adapting to industry changes and evolving customer needs.

Join a pioneering company at the forefront of the crypto and blockchain industry, facilitated by SALT, the region’s leading digital and technology agency. As the Head of Customer Success, you will have the opportunity to shape the customer experience and contribute to the growth of a globally recognized brand.

If you are a strategic leader with a passion for customer success in the digital finance space, we invite you to apply.

Salt is acting as an Employment Agency in relation to this vacancy.