Customer Experience Director

About the role:

The SaaS-company Avinode Group has a suite of global digital B2B services for business aviation and is now looking to find their new Customer Experience Director. The company is constantly striving to close identified gaps in the market by creating innovative and essential tools for modern business aviation. They are doing so with three platforms, Avinode, Schedaero and Paynode.

You will take responsibility for overseeing all operations of the CX-team while listening, understanding and deepening the customer engagement with all brands and products. Seeing that this will be a new role based in Sweden, you will also take responsibility for managing and building a CX-team in order to succeed in your collective mission. These responsibilities require you to be a seasoned CX pro with a proven track record and experience in turning data into tangible action as well as delivering a best in class customer experience to drive and ensure customer retention.

Being the voice of the customer will become a central part of your role and you will accomplish this by creating processes and effective pipelines between all customer touchpoints. Looking ahead, you will be involved in strategic work such as improving the customer health score, advancing collaboration between marketing, product, CS and support as well as further developing key metrics.

In summary you will:

Be responsible for creating and implementing a customer experience strategy for delivering a positive and consistent customer experience across all touchpoints, from initial discovery to post-purchase support.
Responsible for monitoring, collecting and analysing customer feedback through surveys, forums or other means.
Build and lead a team of Customer Experience Specialists.
Optimize collaboration across different teams and departments to provide a best in class customer experience via collective efforts.

Ideal candidate: 

We are looking for someone with a proven track record from similar roles in a B2B SaaS company without strict specialist teams working in silos. An ability to listen, understand and deepen the customer engagement with the Avinode products will be central, along with analytical capabilities that can expose strengths or weaknesses in both ways of working or current iterations of the platform functions.

Relevant experience in a similar role from a SaaS company.
Experienced in building CX roadmaps, playbooks and data insights storytelling.
Demonstrated track record of successful results aligned to both strategic and tactical business needs. Produces high quality and effective deliverables in support of customer experience excellence.
English on a native speaker level (both written and spoken).
Technologically-savvy, including expertise in content creation and publication.
Experience from a matrixed company (multiple teams & stakeholders).
Excellent leadership skills to hold team members accountable for delivery on goals and expectations.

About the company:

Avinode Group, owned by World Fuel Services, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools - the modern business aviation essentials.

Today, we operate a growing suite of applications that 7,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.

Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 8.0 million trip searches and 13 million trip requests.

Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.

Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members can send and receive payments with anyone, anywhere – all in one easy workflow allowing industry professionals to transact 24/7/365.

This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 100+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous, and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.

To know more about who we are and what we do, please visit our website avinodegroup.com

Employment: 
This is a recruitment process meaning you will be hired by Avinode directly and OIO acting as a recruitment partner with all questions regarding the role going through us.

Additional info:
Employment type: Full-time, office hours with a flexible schedule
Location: Gothenburg/Remote in Sweden
Contact: Dino Segetalo

About OIO: 

Our passion is to help you find the right role and workplace. At the same time, we are aware of the fact that you are picky and choose carefully before taking your next career step, we would do the same. That is why we are dedicated in making sure we get to know you and your ambitions during the recruitment process. We believe that people in the right place have a greater chance of reaching their full potential. Through fair, uncomplicated employment conditions and a present leadership, we strive to help you grow professionally. In this way, we aim to become an obvious career partner for you. We are as picky as you are.