Senior Manager Customer Experience

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Date: Sep 30, 2022

Location: Budapest, HU, H-1103

Company: Wizz Air Hungary Ltd.

WELCOME TO THE WORLD OF OPPORTUNITY!

We are committed to making sure that everyone, everywhere can benefit from travelling at the lowest prices, while keeping the social, economic and environmental impact of our operations in mind. Our strategy is built on low fares and a diverse network, supported by efficient and sustainable operations and high-quality customer service

  • WIZZ is a fresh, vibrant & contemporary brand, we are confident & not shy
  • We always strive to break out of category & think outside the box
  • Our 5 brand values lead the way:
    • Inclusivity – We collaborate together to achieve our goals
    • Positivity – We are an optimistic, happy, inspired and inspiring team
    • Dedication – We have an entrepreneurial ‘can do’ attitude: we take individual & collective ownership and are accountable for everything we do
    • Integrity – We hold ourselves to the highest possible standards of business ethics in everything we do
    • Sustainability – We strive to be the greenest choice of air travel and work hard on continuously decreasing our environmental footprint

 

 

 

Purpose of the position:

The Senior Manager Customer Experience is responsible for ensuring a high, consistent level of customer service and experience through continuous oversight and management of all contact center activities with focus on delivering the set service quality, operational experience, performance and financial KPIs. Drives the planning and execution of the contact center daily operations as well as it’s digitalization and optimization to serve the short and long term Customer Experience strategic plans, leading the team of direct reports and cooperating with the stakeholders within the area of responsibility. 

 

What we offer: 

  • Base salary and employee bonus scheme 
  • Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations’
  • Relocation package (if applicable) – expense budget, Temporary accommodation, Administration support 
  • Life insurance
  • AYCM sport pass contracting possibility
  • Instant impact, from any level of the organisation, exposure to C-suite management
  • Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings)
  • True international and multi-cultural work environment, passionate, driven and diverse teams

 

Responsibilities:

  • Lead the operational performance of Contact Centers in real time and ensure performance is optimized and aligned with the WIZZ customer experience vision
  • Lead the team of direct reports and stakeholders to identifying key business opportunities, implementing systems and processes to digitalize customer services and support interactions with the aim to increase customer satisfaction while improving cost efficiency
  • Set service and control standards aligned with the overall business objectives and oversee deliverables and results to ensure that each touchpoint with the customer is engaging, efficient and effective
  • Manage overall budget and expenditures to meet business objectives while incrementally increasing efficiency and effectiveness
  • Plan and execute business development activities, review and communicate results, and adjust tactics accordingly
  • Manage KPIs, targets and objectives for the team, and deliver results in accordance with the company’s set goals and targets
  • Grow team expertise to align with business demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
  • Lead a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and provide regular input into colleague assessments and development plans
  • Support an environment where the team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
  • Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
  • Ensure customer interactions are managed in accordance with applicable regulations
  • Exercise ownership and oversight of customer communication for disrupted events and compliance with EC261 regulation. Define and coordinate implementation of strategies, aiming to improve customer communication and cost exposure
  • Monitor/benchmark industry best practices to ensure a continuous service level improvement within the area of responsibility

 

About you:

  • You are a rising star who has ambitious plans for their career and the determination to see them through
  • University/Master diploma, preferably in a Commercial, Aviation or Marketing field
  • 5+ years of professional experience in a customer experience or similar management role, with people management responsibilities
  • Excellent people and management skills to interact with partners, colleagues, and cross-functional teams
  • Proven track record of successfully leading complex cross-functional projects
  • Strong analytical mindset, ability to understand financial and performance data and utilize MS office proficiently to distillate insights.
  • Excellent command of the English language, both written and spoken

 

Substitution: Can substitute the Head of Customer Experience and all Customer Experience roles. Can be substituted by Call Center, Customer Relations or Operational Experience Managers.

Work time: full time

 

Unfortunately, due to the volume of applications we receive we are unable to provide feedback to you at this stage, should your application not meet the requirements. Thank you for your understanding.

 

 

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