GOS Head of Client Care & Digital Advisory

Job Title

GOS Head of Client Care & Digital Advisory

Job Description Summary

Head of Client Care and Digital Advisory will play a critical role in digital transformation, developing digital infrastructure and technical solutions to support our customers and organisational strategy along with oversight of the customer satisfaction, tasked with ensuring that your team not only resolves issues but also proactively nurtures and expands client relationships.

This pivotal leadership position is responsible for shaping and executing digital strategies across multiple clients and sectors. You will be instrumental in fostering a digital-first mindset within our GOS department, guiding both internal teams and clients towards innovative, data-driven digital solutions.

The ideal candidate will be a strategic thinker with a passion for digital innovation and a proven track record of developing and executing successful digital strategies. You will have a strong understanding of the evolving digital landscape as well as in-depth comprehension of GOS Business and Clients to meet the need for stabilization and growth.

Job Description

Job Description (summary of the role purpose): 

Head of Client Care and Digital Advisory will play a critical role in digital transformation, developing digital infrastructure and technical solutions to support our customers and organisational strategy along with oversight of the customer satisfaction, tasked with ensuring that your team not only resolves issues but also proactively nurtures and expands client relationships.  

This pivotal leadership position is responsible for shaping and executing digital strategies across multiple clients and sectors. You will be instrumental in fostering a digital-first mindset within our GOS department, guiding both internal teams and clients towards innovative, data-driven digital solutions. 

The ideal candidate will be a strategic thinker with a passion for digital innovation and a proven track record of developing and executing successful digital strategies. You will have a strong understanding of the evolving digital landscape as well as in-depth comprehension of GOS Business and Clients to meet the need for stabilization and growth. 

Core Responsibilities: 

Digital Strategy Development: 

 

• Spearhead the formulation of our GOS Client Care and Digital strategy, closely aligned with overarching business goals and prevailing market dynamics. 

• Leverage meticulous research and data-driven analysis of digital trends, consumer behaviors, and competitor activities to unveil untapped opportunities and shape our roadmaps. 

• Overseeing Client Technology stack and reporting to identify growth opportunities and ensure Business utilize its full capabilities and potential. 

• Craft strategic objectives, tangible KPIs, and performance metrics to gauge the efficiency of IT platforms 

• Collaborate seamlessly with senior leadership, fostering consensus and ensuring harmony between our technology roadmap and broader organizational objectives. 

Client Success Strategy Development: 

• Developing and refining the company's customer success strategies and processes to ensure optimal customer engagement and satisfaction. 

• Leading and managing the customer success team, including hiring, training, and performance evaluation to build a high-performing team.<