About this role
Job title: Team Lead, Spanish Customer Experience
About the Role Factorial is seeking a Team Lead to join our Spanish Customer Experience team and help us take the company to the next level. In this role, you will report directly to the Head of Account Management for Spain and team up with other Area Managers to spearhead our mission of creating, for our Spanish customers, the highest satisfaction levels at every touchpoint. Our Customer Experience team is the voice that guides our users every step of the way, ensuring they always get the most out of Factorial.
What You'll Do
- Lead and guide a dedicated team of 6-8 Account Managers, fostering a culture of ownership, self improvement, well-being, teamwork, and respect, with high performance, excellence, and achievement of set targets.
- Regularly monitor team performance metrics, identifying areas for improvement, and implementing tailored strategies to drive your team and the business growth.
- Active participation to develop and implement with your Area and the Talent teams robust recruitment and retention strategies to build the best teams.
- Design, evaluate, analyze, and execute innovative strategies and tactics aimed at maximizing customer retention, fostering upselling opportunities, and contributing significantly to overall revenue amplification.