col-wideJob Description:
THE ROLE
AsSupport Strategy Specialist - On-tripyou will be an expert within a central team dedicated to optimizing and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a specific capability of our operating model so that the main objectives of Operations: fleet availability, customer satisfaction and operational efficiency are achieved.
You will be responsible for developing and implementing strategies that ensure customers and our local operations receive all necessary support to guarantee that the road trips are provided with high quality. Your role involves creating and refining processes that address on-trip customer service inquiries, including roadside assistance for troubleshooting campervan issues, both mechanical and appliance-related. You will also be responsible for designing and implementing strategies to support our operations teams, acting as the first line of support in providing answers and solutions to on-the-road daily challenges. Your focus will be on ensuring that customers have a seamless and enjoyable experience while traveling, and that operational teams are equipped to handle on-trip issues efficiently. You will oversee the performance of the delivery of our global support team to verify process compliance and quality according to the defined standards.
Reporting directly to the Support Strategy Director, this role is crucial for enhancing customer satisfaction during the trip, minimizing disruptions, and optimizing the support provided to both customers and operational teams.
WHAT WILL YOU WORK ON?
Take ownership of creating and refining strategies that provide customers with comprehensive support during their trip, including troubleshooting mechanical and appliance issues, and guiding them through the best course of action.
Design and implement robust processes for managing on-trip customer inquiries, including roadside assistance protocols, to ensure quick and effective resolutions to any issues that arise during the trip, through proper communication channels, including emergency contact options, real-time troubleshooting assistance, and follow-up procedures.
Design processes to support operational teams, providing them with the first line of support in resolving on-trip issues. Ensure that operational staff have access to the necessary resources and information to assist customers effectively.
Monitor and Improve On-Trip Support Performance: Continuously monitor on-trip support metrics, using data-driven insights to implement improvements and ensure high levels of customer satisfaction and operational efficiency during trips.
Creation and coordinate strategic projects that result in implementation of structural changes to the support operational model and that improves key components of the service given to the customer and our local operations, tracking progress to ensure timely delivery within scope, and monitoring performance to ensure adherence to set goals.
Lead, train and manage the junior team members of the Support Strategy team that are allocated to projects and initiatives that you will be coordinating. Act as a mentor and guide to less experienced analysts, sharing your expertise and helping to develop the next generation of talent within the team.
Collaborate with Regional Teams: Work closely with regional directors and local teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.
WHO ARE WE LOOKING FOR?
Holds a degree in Business Management, Engineering, Economics, or similar field.
6-8 years of experience in a strategic consulting firm or a strategic role within the operations or customer support department of a company, particularly in managing on-trip processes and customer communications.
Passion for customer experience and service innovation. You thrive in understanding the pain points of the customer journey and creating structured solutions to those challenges.
Specialist Knowledge in On-Trip Support: In-depth knowledge of customer service strategies related to on-trip support, roadside assistance, and troubleshooting mechanical and appliance issues, with a proven track record of driving significant improvements in these areas.
Advanced Analytical Skills: Strong ability to analyze complex support data, develop insights, and translate them into actionable strategies that enhance customer satisfaction and operational efficiency.
Communication and Leadership skills: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly and effectively and influence decision-making at senior levels. Proven experience in mentoring and developing junior team members.
Collaborative Leadership: Strong ability to collaborate across multiple teams and regions, with a focus on ensuring that central strategies are effectively implemented and adapted to local contexts.
Results-Oriented and ambitious: Highly organized, detail-oriented, and focused on delivering results that contribute to the company's operational success.
Fluency in English is required; additional languages are a plus.
