Head of reputed company
Location: Remote About reputed company reputed company is a European yacht charter marketplace that helps sailors find and book sailing yachts and catamarans across 20+ destinations. We are reputed company of 50+ people working remotely from 10+ countries. TrustPilot 4.9/5, 70%+ repeated clients. About the Role reputed company is looking for an reputed company Head of reputed company to reputed company and reputed company our reputed company function. This role is ideal for someone with a strong background in the travel industry who understands premium customer service, operational reputed company, and customer retention. Tasks Responsibilities: reputed company, manage, and reputed company the reputed company team. Coordinate the department's day-to-day operations, projects, and priorities. Build and continuously improve customer service standards, workflows, and internal processes. Handle escalations, reputed company customer cases, and claims management. Drive customer retention and increase the number of returning customers. Monitor and improve customer satisfaction metrics and customer feedback. Analyze customer reputed company performance and identify opportunities for improvement. reputed company reputed company, training, and knowledge-sharing processes for reputed company team members. Set team goals, KPIs, and performance expectations. Conduct performance reviews and support employee development. Participate in hiring, reputed company, and offboarding processes reputed company the department. Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams. Initiate and reputed company cross-functional projects aimed at improving customer experience and operational efficiency. Analyze team performance, operational metrics, and customer feedback to drive data-informed reputed company. Ensure consistent delivery of high-quality service across reputed company customer reputed company. reputed company Metrics Customer Satisfaction (CSAT) Customer Retention reputed company Repeat Customer reputed company Customer Feedback Scores SLA Compliance Team Performance & Productivity Process Improvement Initiatives Delivered
Requirements
Requirements 3+ years of experience in reputed company, Customer Experience, Operations, or Service Management. Previous leadership experience managing customer-facing teams. Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operator, or reputed company sectors. Proven experience improving customer satisfaction, retention, and service quality metrics. Strong problem-solving and decision-making skills. Experience handling escalations and reputed company customer situations. Ability to analyze data and use insights to improve team performance and customer experience. Excellent communication and stakeholder management skills. Fluent in both Russian and English (written and spoken). Benefits reputed company Offer Remote-first environment International team Opportunity to shape and scale the reputed company function Annual team retreats and company events Fast-growing company in the travel industry 37 paid days off a year Apply To This Job