Hive provides premium e-scooter mobility across Europe. We are changing the future of urban mobility and we want to change it with you.
For our brand-new, cross-functional and sun-kissed HQ Team in Barcelona, we are looking for an enthusiastic Customer Experience Manager willing to be thrown at different tasks and problems that are identified as key areas of improvement and affect customer satisfaction. As Customer Experience Manager, you will collaborate with multiple departments from Operations and Customer Service to Finance, Growth and Tech.
We are looking for a committed team player who shares with us the passion for sustainable transportation and micro-mobility.
Your responsibilities
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Define customer experience strategy
Being responsible for improving end to end customer journey experience at Hive (across all regions), whether it's about fixing "pain points" or coming up with brand new ideas to deliver world class experience to Hive customers
Drive roadmap definition and prioritizing CX initiatives
Overall initiate, plan, execute, monitor, control, close of key strategic projects
Define requirements and high-level process/system solutions agreeing with business teams across the company (Growth, operations, products, customer service & partner support centre, sales, BI, etc)
Develop a detailed project plan to monitor and track progress
Work jointly with country/cross-regions stakeholders to ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues
Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan
Oversee & report customer experience KPIs & Performance
Drive analysis of important strategic decisions to improve Hive's customer experience; both qualitative/quantitative data.
Your background & skills:
Have gained 2-5 years of work experience in a top-tier consulting firm, Investment Banking, Venture Capital, Private Equity and/or in high-growth start-ups
Have graduated in a STEM degree (Mathematics, Computer Science, Physics, Engineering, Economics) or Business Administration or related majors with a proven track record of personal, academic and professional achievements, is prefered
Strong project management & presentation skills
Excellent knowledge in analytical tools such as R, SQL, Looker, Excel, among other analytical tools
You think logically and critically, can easily break complex problems into smaller ones and able to prioritize them effectively with solid backing of data
You can make a good business case and influence people to help you execute
Entrepreneurial drive and the ability to achieve goals in a fast-paced environment complete your profile
Curious by nature, have great attention to detail, and have the attitude and aptitude to make things better
Native/Fluent in English; other languages from EU is a plus
Life at Hive:
Flexible working hours.
Multicultural, friendly and talented team. Learn with the best!
Fully equipped HQ with gym, ping pong, relaxation room in the centre of Barcelona.
Private Health Insurance.
Gym allowance.
Competitive salary range.
Permanent contract.
Join us: The ride of a lifetime!