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Lead Knowledge and VOC (all genders)

Urban Sports Club

Urban Sports Club

Berlin, Germany
Posted on Wednesday, May 1, 2024

The opportunity

The primary focus of this role is to elevate the customer experience for members, partners, and Fitogram clients across all brands, working collaboratively with your team to bridge the divide between customer expectations and the company's delivered experience.

This dynamic position entails leading a team that collaborates closely with stakeholders from various departments including product, marketing, partner management, finance, legal, and B2B sales. The goal is to enhance the customer journey by effectively managing knowledge and refining the customer experience, thereby streamlining processes and minimizing contact points with a "Contacts to Zero" approach. Additionally, fostering a culture of continuous knowledge sharing is essential.

As the Customer Experience Lead, you will oversee and execute strategies with a team of Knowledge Specialists, drawing upon a diverse skill set and experience to fulfill the breadth of this role. Your expertise will span people management, knowledge strategy development, and driving sustainable cultural change.

Your responsibilities

  • Ensure we have relevant, up-to-date, accurate and easy to find information with respect to our products, policies and processes for our customers/partners and Agents on all their queries.
  • Being responsible for maintaining and optimising team knowledge base and resources and the FAQ’s for all brands
  • Support your team building and maintain a collaborative network with the various departments to be pro-actively involved in product, finance, partner management, marketing and Fitogram and processes and policies.
  • Ensuring a smooth member journey through internal process optimisation with your team.
  • Support driving change to reduce avoidable customer contacts across the whole organisation.
  • Provide data and insights on pain points and suggestions for members and partner product feedback using CX data and member/partner feedback.

What you need to succeed

  • Strong people management skills and experience in leading a team for a minimum of 2+ years
  • A minimum of 3+ years in a Customer Service or Service related functions
  • College or university degree in business, communication, or similar
  • Passion for leading and coaching and developing people
  • Strategic thinker with analytical mind-set
  • Experience with change management
  • Good Communication Skills in English
  • Proven track record of translating data into business insights and business opportunities.

Our offer to you

  • We’re working in hybrid mode offering you flexibility to work onsite and from home
  • WorkOUT Life Balance: 30 days paid vacation per year, 2 extra days for volunteering at a cause of your choiceflexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
  • Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
  • Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
  • A free Urban Sports Club L Pro Membership

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).