Customer Experience and Service Management Director

Company:

An advanced, open and efficiently managed group of companies, ensuring safe and uninterrupted energy transmission and opening up opportunities for its free exchange.

Role:

Job Description

We invite you to join the Litgrid team as a Customer Experience and Service Management Director responsible for creating and implementing the customer experience strategy for the electricity transmission operator. The role entails developing Litgrid's customer experience and service management strategy ensuring its execution through process optimization data governance and communication initiatives. You will define the customer journey and the key interaction points between the company and its customers while creating monitoring and analysis systems for customer experience metrics. The director will be expected to gather feedback from employees on customer interactions and potential enhancements while ensuring that services offered meet customer needs and expectations. Lastly you will spearhead the implementation of advanced technologies and innovations to enhance customer experience and service efficiency while providing staff training on customer service standards.

Job Requirements

Candidates should possess a higher education degree in business administration marketing management or a related field accompanied by leadership experience coordinating teams both directly and matrix-wise. A successful work history in managing customer experience and service management in a medium or large company and experience with B2B clients is essential. Applicants must understand customer service processes and possess the ability to convey complex information clearly whether verbally in writing or visually. Strong operational planning organizational and communication skills are required alongside fluency in Lithuanian and good command of English. Experience in implementing customer experience and service management tools such as CRM and data analysis tools is an advantage.