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Head of CX Operations, EMEIA – Open to UK remote workers
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London, UK Customer Experience Full-time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
This role will lead the strategic direction, continuous improvement, and daily management of the Customer Success Operations team in EMEIA. The individual in role is accountable for aligning the customer experience strategy across all 3 CX pillars and supporting the execution. You will be the orchestrator and owner for the operational strategy of the EMEIA Customer Experience organisation. In this role, you will support the EMEIA CX organisation and leadership team providing critical business insights, performance metrics and ownership of all key processes. In addition to the process management, reporting and insight management you will act as the conduit between process and technology needs, implementation, and execution. The individual in role will be accountable for all enablement & development planning and execution of the EMEIA CX organisation.
What are we looking for?
Own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey, key performance indicators and ultimately GRR
Lead, coach and manage the Customer Experience Operations team and makes all hiring, performance management and disciplinary decisions for these roles
Own and lead CX playbook creation, activation & revision across all teams, driven by data & insights
Manage cross-functional projects in efficient, timely and agile manner to deliver continuous business improvements
Build & drive process, change management, systematic practice, and tooling for CX
Acts as a subject matter expert for the technology stack within CX EMEIA organisation
Regular reporting on the CX organisation’s activities & performance in Salesforce (and/or Customer Success platform/DOMO/other tech as required); provides regular reporting for the VP CX EMEA and other Cision Leadership to deadline
Build executive level presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with CX leadership
Identify structural issues or inefficiencies (people, process, planning) within the CX organization, functional interdependencies and cross-silo redundancies; collaborate with stakeholders to recommend and implement improvements
Work cross-functionally and build strong relationships with all CX leadership team plus New Business, Account Management, and Revenue Operations
Performs other duties as required
Essential Skills and Experience
Proven experience of leading customer-facing/interacting/influencing teams in a similar capacity (customer success, professional services, or customer services)
Significant experience in customer/public relations or communications is desirable
Strong leader/collaborator with proven abilities to partner internal stakeholders in support of fostering a cohesive and compelling customer experience
Advanced listening and verbal communication skills to understand customer needs or problems and respond clearly and concisely. Solid relationship building, influence, and negotiation skills.
In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements
Track record of creating and delivering high profile strategic projects within a business, across functions and/or multi country organisations
Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities
Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer experience management.
In-depth expertise with Salesforce or similar CRM software is required; experience of other relevant CX technology is desirable
Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
Undergraduate degree or equivalent is preferred
Strong written & verbal English
What you will get
Career progression opportunities
Dental and healthcare plan
Employee Assistance Programme (EAP)
Cision Extras – retail discounts
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results.
, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its
social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit
and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the
CEO Action for Diversity & Inclusion™ pledge
and named a “Top Diversity Employer” for 2021 by
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Please review our
Global Candidate Data Privacy Statement
to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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