Nextbase is a market leader in connected car technology and driving intelligence. Founded in the UK in 1999, we have 25 years' experience of manufacturing in-car devices and protection platforms, and, to this day, our sole focus is on driver wellbeing and safety. Ours is the largest smart Dash Cam brand in the world and we hold leading market share in our active markets. We are looking for an organised, detail-oriented individual to join the Global Customer Services team as our Global Head of Customer Services reporting to Executive Management. The Global Head of Customer Services must have a strong focus on delivering an exceptional customer experience at every touchpoint. This role is responsible for driving the vision, building scalable processes and driving cross-functional initiatives that ensure support interactions consistently reflect our customer-first values. The responsibilities of the Global Head of Customer Services will be to review and set strategy, execute and consistently improve how we interact with and support our customers. To be successful in this role you will need to embrace the challenge of constantly gathering and analysing customer feedback and developing systems and processes that supports them globally in terms of support of installation, setup, use and upgrade of Nextbase solutions across our consumer, automotive and business to business customers. You should have a good working knowledge of techniques of communicating with customers and staff, planning and the ability to motivate team members. The Global Head of Customer Services should have good decision-making skills with the ability to work on their own initiative. Further, specific experience with best-in-class practices and tools, inclusive of recent AI-powered innovations, to drive best in class service, reduce wait times, enable self-service and drive data from customer interactions to improve Nextbase solutions to drive the industry’s leading customer experience is required. This is an exciting and varied role for a motivated and disciplined Global Head of Customer Services. In this role, you’ll work with the Customer Ambassador Team Managers to deliver key strategic initiatives which underpin the strategy of the business. Support the Customer Ambassador Team Managers and the greater team to align with business mission and vision
Develop and mentor team members in Customer Services on best practices to meet business needs
Utilize, monitor and modify the CRM system as needed to meet business needs
Establish KPIs, track performance metrics and provide regular reports to executive management
Liaise with the Customer Ambassador Team Managers to ensure effective line management and coaching of the Customer Services team as needed
Collaborative liaison with teams across the company to support business objectives
Maintain budget for the Customer Service function, control expenses and explain variances
Provide reports and analysis of returns data from all sales channels along with managing current and future return and repair partners
Establish, monitor, and report on key support metrics (CSAT, NPS, etc..)
Own and optimise Customer Experience metrics such as NPS and CSAT by designing structured feedback loops, analysing trends over time, and translating insights into clear actions that improve satisfaction, loyalty and user experience
Leverage analytics to drive continuous improvement and inform leadership of trends, risks and opportunities
Lead the Voice of the Customer (VoC) program within support, ensuring insights are captured and shared across the organisation
Conduct micro-surveys to quickly validate assumptions, gather customer sentiment, or assess new features and support initiatives
Degree or certificate in business, technology, a related field or management preferred
~10 years+ experience in managing team members in a software-based environment preferred
Strong relationship building and interpersonal skills
Ability to think strategically beyond the role of Customer Services and work with other teams
Lead and influence change management
Deep understanding of customer experience principles and support metrics
Solid organizational skills and ability to prioritize easily with limited supervision
Passion for exceptional customer experience
Experience with software, especially AI-powered, to assist in communicating and resolving customer concerns
Understanding of coding basics
Passion for KPIs and data to understand where improvements can be made to celebrate wins and be the category customer experience leader
Pay range and compensation package - Competitive - please provide an indication of salary sought with your CV.
Nextbase is committed to promoting equality of opportunity and ensuring that all our recruitment, employment practices, and workplace policies are free from discrimination. We welcome applications from all individuals regardless of their race, ethnicity, gender, gender identity, sexual orientation, age, religion, disability, or any other protected characteristic under the Equality Act 2010. Our aim is to create a workforce that reflects the diversity of the communities in which we operate.