Head of Customer Care

Development, implementation, and management of a customer success strategy supporting business goals at Fluentbe.

Leading and developing the Customer Care team responsible for product adoption, value delivery, retention, growth, and building customer loyalty.

Recruitment, development of team members, and implementation of processes and best practices to support team results. Creation of a development program for Customer Care Managers focused on building competencies that ensure high customer retention.

Creating retention programs at the global level, taking into account the engagement of key decision-makers on behalf of customers.

Metric monitoring of Customer Care actions through key indicators (e.g. customer retention, expansion, product adoption, value realization, NPS) and developing strategies to optimize these KPIs.

Analysis of customer feedback, data, and insights to identify behavioral patterns and implement actions that enhance the customer experience.

Closely collaborating with sales, product, marketing, and operations departments in developing retention and growth strategies and ensuring exceptional customer experience.

Proactive identification and resolution of customer problems, escalating key issues as needed.

Preparing reports for the leadership team and stakeholders on KPIs.