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Avinode Group - Gothenburg, Sweden / Remote within Sweden
Customer Experience Director
Location: Gothenburg, Sweden or Remote/Hybrid within Sweden
Customer Experience Director
Will be listening to, understanding and deepening our customers engagement with our brand and products, providing analytical evidence of the strengths and weaknesses that can kick it on or drag it down. Practical experience is required for turning data into tangible action as well as a track record of delivering best in class customer experiences to drive and ensure customer retention. You have probably worked with a SaaS company before and have implemented and managed CX processes and team with glory.
What you will do
- Responsible for creating and implementing a customer experience strategy for delivering a positive and consistent customer experience across all touch points, from initial discovery to post-purchase support.
- Responsible for monitoring, collecting and analyzing customer feedback through surveys, forums, or other means, and using this feedback to derive meaningful insights for improvement to our products or services.
- Responsible advocating and work collectively across different teams, departments and leadership to create alignment across the company for our efforts to provide a positive customer experience.
- Responsible for establishing, monitoring & analyzing key metrics related to customer experience, such as customer satisfaction, retention, and referral rates, and uses this data to make informed decisions and drive improvements.
- Responsible for managing customer advocacy programs that encourage customers to leave reviews, participate in case studies, champion and refer customers to our products & services.
Who you are
- Relevant experience in a similar role
- Experienced in building CX roadmaps, playbooks and data insights storytelling
- Demonstrated track record of successful results aligned to both strategic and tactical business needs. Produces high quality and effective deliverables in support of customer experience excellence
- Technologically-savvy, including expertise in content creation and publication
- Experience from a matrixed company (multiple teams & stakeholders)
- Excellent leadership skills to hold team members accountable for delivery on goals and expectations
- Flexible and able to handle ambiguity
- Ability to think through and define product ROI for customers
- Proven leadership skills, ability to be pragmatic, take initiative and remain cool under pressure
- Excellent communication skills and presentation abilities
Why Avinode Group?
- We are revolutionizing an industry. We love being at the forefront of the market.
- You will be seen and be heard.
- You will be surrounded by Noders who love what they do in work and love what they do outside of work.
How to apply
Sounds like a fit for you? Please send your CV to Alexandra MacRae, Chief Marketing & Customer Experience Officer: [email protected]
About us
Avinode Group, owned by World Fuel Services, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools – the modern business aviation essentials.
Today, we operate a growing suite of applications that 7,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.
Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 4.5 million trip searches and 6 million trip requests.
Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.
Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members are able to make and receive payments with anyone, anywhere – all in one easy workflow.
This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 100+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.