Digital Customer Experience Manager, EcoOnline
Health and safety, chemical & ESG software
Open for applications
Health and safety, chemical & ESG software
501-1000 employees
Open for applications
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- 3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role
- Experience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment
- Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives
- Degree level qualification preferred, or equivalent practical experience
- Strong stakeholder management and influencing skills
- Ability to lead initiatives through collaboration and influence rather than direct management authority
- Experience working across multiple teams and business functions
- Experience with CRM and customer engagement platforms
- Understanding of omnichannel support environments
- Experience with Salesforce, Amazon Connect, Intercom or similar platforms is desirable
- Comfortable working with reporting, analytics and customer experience data
What the job involves
- The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with EcoOnline
- Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences
- Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed
- This role will be instrumental in shaping and delivering that vision
- Customer Experience & Channel Transformation:
- Lead the implementation and optimisation of chat and digital support channels
- Introduce AI-enabled capabilities that improve customer self-service and routing experiences
- Identify opportunities to improve customer journeys across digital touchpoints
- Customer Feedback & Insight:
- Design and deploy CSAT surveys and feedback mechanisms across support channels
- Analyse customer feedback and channel performance data to identify improvement opportunities
- Measure and report on customer satisfaction, adoption and experience trends
- Continuous Improvement:
- Own the day-to-day optimisation of digital channels and self-service experiences
- Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes
- Use data-driven insights to prioritise enhancements and measure success
- Stakeholder Management:
- Partner with Support Operations, IT, Business Applications, Product and Customer Success teams
- Coordinate delivery activities across multiple stakeholders and suppliers
- Provide regular progress updates and recommendations to Support leadership
- Technology & Tools:
- Support administration and optimisation of digital customer engagement tools
- Ensure effective integration between support platforms and customer experience technologies
- Contribute to technology selection, testing and implementation activities where required
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has allowed the company to attract customers such as the NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.6m
GRANT
Total funding: $0.6m
Company benefits
- Robust health coverage
- Extended parental leave
- Generous paid time off
- Accelerated learning paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Company HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
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