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Head of Customer Success (M/F/D)
We are looking for someone with experience in team management, close to the customer and the operation, with the autonomy to act, analytical and problem-solving skills, taking ownership of each topic through to its conclusion.
Your Mission
At Lyzer, you will play a central role in our customers' experience. You will be responsible for the success of the service with retailers, end customers, and the entire field network (pickers, drivers, shoppers, stores, and dispatch). To do so, you will be responsible for the support teams and analyse the indicators so that you can implement appropriate and scalable processes and procedures.
Growth
Logistics
Customer Success
Lisbon (Hybrid)
Full-time
At Lyzer, we empower retailers and e-commerce businesses with innovative technological solutions, driving operational excellence and growth in a dynamic market. Our mission is to revolutionize the industry landscape, delivering unprecedented efficiency and exceptional customer experiences.
Your Day-to-Day
- Manage a portfolio of strategic accounts, being one of Lyzer's main points of contact and ensuring close and consistent relationship management
- Regularly follow up with customers, monitoring results, service levels, needs, and priorities, and propose and execute improvement plans
- Identify opportunities to improve the relationship and the service, taking into account the customer experience, operational feasibility, and business impact simultaneously
- Develop a deep understanding of each customer, anticipating needs, risks, and opportunities in the relationship
- Supervise and support the team, ensuring clarity of priorities, consistency in customer responses, and quality in the management of critical situations, ensuring clear communication with our customer
- Monitor NPS results, complaints, and other experience and operational indicators, identifying patterns, causes of dissatisfaction, and recurring problems, and turning these insights into concrete improvement actions
- Turn customer feedback into concrete actions, defining, implementing, and measuring the effectiveness of improvement plans
- Coordinate the capacity management teams, taking into account operational needs and resources
- Manage and monitor operational incidents, working on their prevention
- Work closely with other teams, ensuring the correct escalation and follow-up of topics, responding to customer needs, and contributing to the evolution of the product and service based on customer feedback and operational reality
- Represent the customer's voice within Lyzer, ensuring that key topics and opportunities are known by the relevant teams
Requirements
- +8 years of professional experience in Logistics, Retail, last-mile, Customer Success, team leadership, or similar roles (mandatory)
- Proven experience in managing customer relationships and multiple stakeholders.
- Previous experience in team management
- Ability to build trusted relationships while maintaining a results- and business-oriented approach
- Analytical and process-oriented profile, with the ability to analyse data, identify patterns, and turn information into concrete decisions and actions
- Ability to work cross-functionally with different teams, promoting alignment and accountability
- Excellent communication, argumentation, and negotiation skills, both in customer relationships and internally
- Proactive and autonomous profile, with the ability to identify problems and act on them, with the pragmatism to make decisions in a dynamic environment
- Strong sense of responsibility and ownership, with a strong focus on problem-solving
- Experience in logistics, retail, e-commerce, or SaaS
- Fluency in Portuguese and English (mandatory), Spanish will be valued
Perks/Benefits
🍽️ Meal allowance card (12 months)
🕰️ Hybrid work model and flexible working hours
💻 Computer to facilitate your work
💳 Competitive salary, allowing for growth within the company
📚 Access to technical training platforms in various areas to support your professional development
🌿 Wellbeing Programme – we promote activities that take care of everyone's health. Our programme includes various activities and partnerships dedicated to promoting the wellbeing (physical, mental, social, and financial) of our people
🚀 Scale-up environment offering a dynamic and collaborative culture, where innovation and entrepreneurship are encouraged
🎉 Celebration Culture that values and celebrates achievements and special moments. At Lyzer, every victory is a shared victory!
🎁 Birthday day off and additional leave
👨👩👧👦 Family & Flexibility – we support work-life balance with flexible working hours and value your personal time
🏥 Other complementary benefits, such as health insurance, gym membership, or education vouchers.
Apply now!
We are waiting for you!
Don't miss a chance to become a Lyzer!