Director of AI-Powered Customer Enablement

Zalando; Cheltenham; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading e-commerce technology company in Cheltenham is seeking a Director of Customer Enablement. This role focuses on scaling customer-facing processes, managing customer satisfaction, and implementing innovative ITSM solutions. The ideal candidate will have over 7 years of experience in customer service leadership within a technology context. This position offers a hybrid working model and various employee benefits including discounts on products sold by Zalando. Applications must be submitted online only.

Benefits

Employee shares program

40% off Zalando products

Hybrid working model

27 days of vacation

Health and wellbeing options

Qualifications

• At least 7 years of leadership experience in Customer Service or IT Service Management.
• Proven experience in implementing Enterprise ITSM solutions.
• Strong understanding of IT architectures and Generative AI/ML.

Responsibilities

• Lead the strategy for Customer Operations focusing on satisfaction and maximizing Customer Lifetime Value.
• Oversee AI deployment in ITSM to enhance efficiency and proactive support.
• Manage communications between Engineering and customers for service stability.

Skills

Leadership in Customer Service

IT Service Management

Communication and Stakeholder Management

Process Optimization

Customer Education

Education

Degree in Business Administration, Business Informatics, or Engineering

Tools

Salesforce

Atlassian Suite

Job description

A leading e-commerce technology company in Cheltenham is seeking a Director of Customer Enablement. This role focuses on scaling customer-facing processes, managing customer satisfaction, and implementing innovative ITSM solutions. The ideal candidate will have over 7 years of experience in customer service leadership within a technology context. This position offers a hybrid working model and various employee benefits including discounts on products sold by Zalando. Applications must be submitted online only.