Customer Excellence Assistant Manager

As a Customer Excellence Assistant Manager and part of our Customer Excellence Team in Viva Wallet, you will be responsible for overseeing the daily operations of team members responsible for customer journeys, insights, surveys and voice of customer mechanism. You will have the opportunity to contribute to a culture of customer centricity and continuous improvement. You will have the support of a dedicated team of professionals and the opportunity to grow your skills and expertise in customer experience management.

Who We Are

Viva Wallet is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva Wallet's mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. Latest innovations include “tap-on-phone Viva Wallet POS app” turning any Android mobile to a card terminal, and “Smart Checkout” payment gateway that can increase conversion by 21%. An advocate of sustainable cashless economy, Viva Wallet harnesses the power of their disruptive in-house technologies to provide digital payments services in 19 languages and 9 currencies, featuring over 24 payment methods.

What you will do

• Assist Customer Excellence Manager to define and implement customer experience strategies related to customer journeys, insights, surveys and voice of customer mechanism that align with the company's overall goals and objectives
• Work closely with team, set clear departmental priorities and targets to secure smooth daily operations
• Partner with cross-functional teams to ensure that customer feedback is incorporated into product development and marketing strategies
• Analyze customer data to identify trends and insights that can inform business decisions
• Provide regular reports to the Customer Excellence Manager and senior management, highlighting progress against customer experience goals and objectives
• Participate in the hiring and onboarding of new team members, providing guidance and support as needed
• Monitor performance KPIs, identify and eliminate barriers to ensure accuracy, productivity and quality.
• Establish and promote a culture of trust, empowerment and solution-oriented, to help the entire team maximize their efficiency & productivity, leading by example
• Collaborate and align with different divisions on initiatives that affect the daily operations of the team and translate them into actions

Qualifications

• Prior experience (3 – 5 years) in customer excellence or related field
• Ability to build and maintain relationships, both externally and internally
• Excellent English skills (both verbal and written)
• Analytical thinking with the ability to make data-driven decisions to improve performance continuously
• Experience in monitoring and interpret KPIs and translate insights into actions
• Adaptability and agile mindset to changing conditions, work priorities and organizational needs
• Ability to act quickly and stabilize escalated situations
• Performance-driven mindset and results-driven approach, skilled in achieving stretch goals in a highly innovative and fast-paced environment
• Advanced Microsoft Excel, PowerPoint, Power BI skills
• A natural leadership presence, with proven experience in building an effective team, while continuing to develop, coach, inspire and motivate team members

What We Offer

• A competitive salary (based upon your skills and experience)
• Annual bonus based on targets’ achievement
• Private medical and life insurance
• Integrity, teamwork, transparency, and regular feedback to develop your skills
• A chance to grow within a fast-moving European Fintech Company / Neobank