Director of Customer Success and Support

Description

About Us:

Marrying the tradition of black cabs with cutting edge technology, Gett offers discerning travellers reliable taxi rides from dependable drivers. Based in the UK and Israel, we’ve been helping riders “Gett” where they need since 2010. In London, we’re part of the furniture, with 1 in 9 Londoners having used Gett to order a taxi.

We solve the most complex, real-life problems of urban transportation; as a talented, dynamic and multi-faceted community, we are here to challenge the norms of the industry with our technology and move it into the future

We are the people you can rely on when you need to move with confidence, whether you are going places for yourself, for your business, as a traveller, driver or partner. We are local. We integrate with the existing fabric of the places where we operate: we work hand-in-hand with the local taxis and fleets to provide the best possible service customers can get, where it matters most.

About The Role:

Salary: TBD

Hybrid: 3 days a week in the office - Holborn

We are looking for a Director of Customer Success & Support to join our UK Commercial Team. The successful candidate will play a pivotal role in defining and executing the strategy for customer success, support, and revenue retention & growth, ensuring our customers receive exceptional service and maximise the value of the Gett platform. The successful candidate will lead a team of 12 with 5 direct reports. The primary focus will be on customer retention, driving incremental revenue growth, increasing user adoption and ensuring the long-term satisfaction of our valued B2B customer segment. This role will report to the VP of UK B2B.

As a high-profile hire you will be both a "thinker" and a "do-er". You will own the Customer Success & Support strategy, build a scalable framework and be able to action it effectively across the full commercial customer portfolio, with limited guidance. The successful candidate will have an analytical mind - you’ll be adept at leveraging data to plan, focus activity & measure impact.

As a marketplace business, you'll need a deep understanding of effective strategies to drive user adoption, ensure customer retention and be driven to constantly seek opportunities for improvement whilst minimising risk of churn. You'll need to wear many hats and be able to work creatively in a fast-paced environment. If you know how to motivate an experienced team, are client-obsessed, an exceptional communicator, have strong analytical skills and an appetite for success, you'll excel in this role. You must possess a genuine hunger to navigate a large and complex customer portfolio in a fast-paced, hyper-growth environment. Be prepared to roll up your sleeves and work hard (and have a lot of fun while you're doing it!)

Expertise:

• Player-Coach Leadership
• Retention and Revenue Growth
• Customer Satisfaction & User Adoption
• Strategic Planning
• Data-Driven Insights

Knowledge And Experience:

• At least 5 years experience and significant track record of successfully managing and growing large customer accounts.
• Proven experience in people management and/or a player-coach role within a Customer Success or Account Management function of at least 5 people.
• Customer-Centric Approach - Passion for delivering exceptional customer experiences.
• A natural networker and relationship-builder, both internally & externally.
• Strong understanding of customer needs and the ability to align strategies accordingly.
• Results-oriented and driven mindset with a focus on achieving and exceeding retention and revenue goals.
• Data-driven - Able to understand & utilise data/analytics to identify trends, track key performance indicators, and make informed decisions.
• Problem-solving: Ability to identify and solve complex customer problems by drawing on the wider expertise of cross-functional teams.
• Able to take a “done is better than perfect” mentality with an appetite for continuous improvement of processes and ways of working.

Interview Process: CHANGE

1. Talent Screen - (30 mins) Our Talent and People Partner, Joe, will be asking around your experience and motivation for joining Gett 🧡
2. Hiring Manager - (1 hour on site) - Here you will meet Rosie McKinnon (VP B2B) and your manager! She will deep dive into your experience in relation to the role. Asking questions around your account management/client relation, strategy and team management experience 😊 You will also have time to ask questions to Rosie, so have them prepared! 📝
3. Presentation (1 hour on site) - We will send over a scenario for you to create a presentation on and then you will present back to Rosie McKinnon and Chris Lewis (MD). Presenting will be the first 20 mins and the rest of the interview will be Q+A around your presentation. You will also get a chance to ask questions to both Chris and Rosie
4. Peer Review (45min on site/virtual) - Here you will meet 2 of your peers, They will be asking competency and behavioural style questions - These will be: Inquisitive, leadership, communication, stakeholder management, ownership and appetite to learn

Please Note: To give you an idea of how long the process could take, I typically estimate 1 week per interview due to diary management - if we can fit 2 interviews in 1 week we will try 😊

Here'S What You Gett:

🌴25 days holiday a year + bank holidays + a day off in your birthday month + 2 volunteer days + 1 Wellbeing day per quarter - PLUS one extra Friday off every month!

🚕Taxi Credit (Obviously!)

💻Working from Home Allowance

🧓Pension Scheme

🚲Cycle to Work Scheme

🚘Electric Car Scheme

😷Private Medical Cover

🏥Health related cash plan

✨Life Insurance

🫴Employee Assistance Programme

🏋️Discounted Gym Membership

Gett Onboard!

At Gett, we embrace and celebrate diversity in all its vibrant forms. Whether you are a team member, customer, driver or supplier, we firmly believe it's our duty to create an inclusive environment where you can be your whole self.

We strive to operate openly and respectfully as a team and offer accessible products and services; we believe this helps us achieve great outcomes for our customers and communities and make Gett an enjoyable, safe and positive workplace for all. Together, we grow and thrive on the multitude of backgrounds in our truly diverse team.

If you need additional assistance or having trouble with applying please email: recruitment.uk@gett.com

Requirements

None

תיאור משרה

None

Requirements In Local Language

None