Operations Director Italy & Eastern Europe

Operations Director Italy & Eastern Europe

Are you ready to develop the future of retail?

As the world's leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.

VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.

Job Description

As the Operations Director for Italy & Eastern Europe, you and your team will drive revenue growth, increase customer satisfaction metrics, and actionable insights. Your team will be responsible for advocating for the customer and scaling the teams.

Additionally, you and the Customer Success Team will implement initiatives to grow the customer success function, establish KPIs, optimize the customer journey by training, engagement and identifying and solving customer pain points as well as identifying new opportunities.

Furthermore, you will enable Customer Success Management and be the point of contact and ambassador for existing customers in our portfolio. You'll be responsible for the oversight of sales operations, order entry, invoices, delivery of hardware + recurring software and VARS – Field services (onsite installation). From a post-sales operation perspective, you will support software issues or onsite visits for warranty replacements.

Main Activities and Responsibilities:

• Responsible for the results of the Customer Success teams across all VusionGroup products and services, specifically to customer retention, satisfaction, renewals, and product adoption.
• End to end from sales orders to post sales.
• Devise and execute strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
• Stimulate revenue growth by identifying upselling or cross-selling opportunities within existing client accounts. Formulate strategies and collaborate with sales and marketing teams to capitalize on these prospects and achieve revenue goals tied to upsell and expansion.
• Coordinate cross-functionally to resolve customer pain points in the customer journey and to resolve escalated customer issues.
• Design and implement customer journey.
• Partner with Sales and Product to build processes and ways of working designed to understand customer needs, deliver positive customer experiences, and exceed customer expectations at all points in the customer journey.
• Represent the Voice of the Customer and report on KPIs and Monthly Business Reviews.
• Evaluate Customer Success and identify areas for improvement and make recommendations for tools.

Qualifications

• At least 7 years of experience in a customer-facing role and managing direct reports.
• Experiencing managing customer relationships, leading and scaling customer success teams.
• A proven track record of developing, mentoring, training and upleveling skills.
• Establish and nurture connections with key clients at the executive level to foster strong partnerships.
• Experience coordinating cross-functional customer journeys by partnering with sales, marketing, and technical support.
• Experience setting performance targets and KPIs for the customer success organization, e.g., onboarding, product deployment, and retention.

Additional Information

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries. In joining us, you'll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.

We feel supported. You will too.

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:

• Pay: Competitive pay and benefits
• Schedule: A flexible, hybrid work schedule
• Career Growth: E-learning opportunities and workshops, and global mobility potential

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