Confidencial C

Payments, Customer Services Program Manager (BB-CBF21)

Encontrado en: Buscojobs

Descripción:
If you could change one thing about travel, what would it be? At Amadeus, you can help make that happen!Travel makes the world a better place and Amadeus is fully dedicated to improving how travel works. We are one of the world’s top 15 software companies, and a leading provider of technology solutions to the travel industry.So if you're interested in travel, if you want to work in a diverse, multicultural environment and if you're ready to make an impact across the world, then get in touch and let’s shape the future of travel together.Summary of the role
As the Payments Customer Services Program Manager, you’ll be designing and implementing customer service models and supporting improvement processes within a merchant voice of customer program. You’ll also focus on customer satisfaction and loyalty generation.This role sits within Amadeus Travel Payments, a business unit created with the mission of bringing payments expertise, services, and value to its large customer base. Our vision is to provide the best customer experience for our payments customers to generate customer loyalty, repeat business, and profitability.In this role, you’ll
Drive customer loyalty initiatives within Payments merchant business
Manage strategy, planning, execution, and measuring improvement process towards overall customer satisfaction
Ensure teams are properly gauged to understand customer perceived service value and interaction
Carry out Net Promoter Score measurements and other customer surveys
Establish systematic feedback cycle to Payments teams on specific customer requirements and expectationsLead customer service governance, performance measurement, and improvement processes
Monitor effective governance with other service units
Define and implement effective KPIs to measure team performance and customer product use
Manage evolution of servicing protocols and standards to incorporate new products/technology
Determine customer segmentation and service standards to set clear service expectations with customersManage training processes and product adoption programs
Collaborate with Product managers and other service teams to define training standards, protocols, and delivery approach to customers
Define service and support documentation and define tool requirements to ensure product readiness
Coordinate execution of training deliverables between Delivery and Customer Service teams
Measure and monitor customer adoption, identifying new needs and changes for continuous improvementCoordinate Customer Service and Production Support teams to enhance service quality and customer loyaltyAbout the ideal candidate
University degree in Business Administration, Finance, or Economics
At least 6-7 years of experience in a customer-facing role, ideally in a B2B or IT environment
Proven experience in program management and cross-functional coordination/management
Strong understanding of travel industry and financial/payments services industries
Understanding of Lean principles
Proficient in English (both verbal and written)
Excellent communication and interpersonal skills, with a “customer first” attitude
Goal-oriented with strong persuasive and closing skillsWhat we can offer you
Be part of a multicultural team of 17,000+ professionals
Opportunity to solve complex challenges and make a global impact
Competitive compensation and benefits packageApplication process
Create your candidate profile in our system and upload your resume! You’ll receive feedback within 15 days once you’ve applied.Are you ready to take the next step in your career? Apply now!Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation.Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes.

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