PLEASE NOTE THAT THIS IS NOT A REMOTE POSITION.
About Giftify:
Giftify is a global leader in providing customizable gift card solutions, helping over 500 shopping centers worldwide enhance client engagement, loyalty, and sales. Our innovative solutions seamlessly integrate with various payment systems and deliver exceptional customer experiences. We are committed to pushing the boundaries of what's possible in the gift card industry, working collaboratively across Europe, Middle East, Asia and beyond. Learn more at Giftify.
Role Overview:
As the Head of Support & Operations at Giftify, you will be responsible for leading our Support, Operations, and Implementation teams to ensure operational excellence, exceptional customer service, and continuous process improvement. Reporting directly to the CEO , you will oversee key functional areas, including financial operations, client support, and project management, while driving strategic initiatives aimed at enhancing the efficiency and effectiveness of our global operations. Your leadership will be crucial in transforming our operational and customer service offering to maximise the potential of our services worldwide.
Key Responsibilities:
- Leadership & Team Management:
- Lead and manage the Operations department, including an Operations Manager, Team Lead Implementation, Team Lead Support, and Project Manager.
- Mentor and develop a team of 10+, fostering a culture of continuous improvement and accountability.
- Design and implement strategies to improve operational and support processes while ensuring top-tier client experiences.
- Operational & Financial Management:
- Oversee the daily operations of our core business activities, ensuring efficiency, accuracy, and the seamless execution of financial operations, including Gift Card operation, payment processing, reconciliation, and fraud prevention.
- Monitor and optimize operational workflows to ensure business continuity and enhanced service delivery.
- Client Support & Relationship Management:
- Lead the transformation of our customer service function, leveraging technology and AI to scale support across multiple languages without expanding headcount unnecessarily.
- Ensure that our Support team responds quickly and effectively to inquiries and issues from clients and cardholders regarding Giftify's products and services.
- Use customer feedback to drive continuous improvement and develop strategies for enhancing customer satisfaction.
- Strategic Planning & Cross-functional Collaboration:
- Collaborate with cross-functional teams including Engineering, Product, Commercial, Legal, Finance, and Marketing to drive strategic initiatives.
- Work closely with the Project Manager to ensure strategic project execution and alignment with company objectives.
- Develop and implement plans to improve operational efficiency and customer satisfaction on a global scale.
- Change Management & Innovation:
- Champion process improvements and lead change management initiatives, ensuring that system and process changes are communicated effectively and implemented with minimal disruption.
- Innovate by adopting AI and technology-driven solutions to streamline operations and support services.
- Asset Management & Logistics:
- Oversee physical asset management, inventory control, and supply chain logistics to ensure smooth operations.
Qualifications:
- 7-10 years of experience in operations and support management, preferably in Fintech or retail.
- Proven track record of leading and managing successful remote & multicultural support and/or operations teams.
- Excellent leadership, strategic thinking, and analytical skills.
- Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
- Demonstrated experience in process improvement, change management, and innovation
- Proficiency with CRM systems
- Knowledge of customer service technologies, CRM systems, and data analytics tools is a plus.
- Experience leading digital transformation initiatives to modernize and improve a CS function.
- Fluent in English. Another European language is nice to have
- Ability to thrive in a fast-paced & ambiguous environment, handling multiple priorities.
- Willingness to travel as needed.