About us – we are a challenger bank in Southeast Europe and regional leader in alternative payment solutions, building an ecosystem by combining financing and shopping to address customers’ needs. Our successful business model and customer-focus approach allowed us to be one of the most profitable and efficient banks in the region. We currently serve customers in Romania, Germany, Bulgaria & Lithuania.
We have now expanded our global footprint in Greece with thousands of merchants and consumers. Do you want to play a key role in our unique success story?

If yes, we are looking for a Customer Experience Manager to join our Team in Greece! 

About the role

Our Customer Experience Team serves as the company's public interface, delivering top-notch initial support to our vast customer base. Additionally, we act as internal advocates for our customers, collaborating with product teams to uphold customer priorities in all aspects of our operations.

We are currently seeking a Customer Experience Manager to ensure that tbi bank GR remains attuned to customer feedback, continuously enhancing our products and services based on valuable insights. We're in search of an individual who can collaborate with various teams within the organisation to provide service and interactions that ignite customer enthusiasm

What You Get To Do In This Role

• Identifying the root causes of negative sentiment expressed by our customers
• Investigating sentiment variations to derive insights and identify concrete actions, and partnering with teams across the business to drive those actions
• Reporting on key root causes and remediation actions in progress
• Collaborating with different departments and stakeholders to deliver a great customer experience
• Leveraging mechanisms to work with teams in different regions
• Reducing negative and increasing positive sentiment mentions across social media by conducting root-cause analysis and driving road maps across the business to remediate issues and seize opportunities

Qualifications

• Bachelor’s degree in Business Administration, Economics or a related field.
• At least 5 years of experience in a managerial position, leading high performing teams.
• At least 2 years of experience working in a technology, fast-paced B2C, or consultancy company
• Experience in launching new services and products.
• Experience influencing other teams to implement your ideas and plans
• Experience in communications, customer experience, marketing, and/or project management
• Fluency in English with excellent communication skills
• Great self-organisation and the ability to keep cool when working to tight deadlines
• Action and results oriented.