Customer Experience & Contact Center Excellence Manager

At Avis, we're transforming the way people move and leading the change in the global mobility industry. We're on a mission to innovate and create integrated products and services that open up entirely new travel opportunities with unprecedented convenience and flexibility.

🤝 A Great Place to Work: Avis is more than a company; it's a community that values its people. We take immense pride in providing a collaborative working environment, committed to nurturing innovation, and placing the customer at the core of everything we do.

🚀 Your Career, Your Purpose: Join us, and you'll discover that Avis is where your career truly finds its purpose. We're not just offering jobs; we're inviting the best talent to become part of our vision for a better, more connected world.

🗝️ Unlock Your Potential with Avis Greece- Customer Experience & Contact Center Excellence Manager 🗝️

Lead end-to-end customer experience across all service touchpoints, overseeing contact center operations, customer journey excellence, service experience standards, digital CX initiatives, and strategic partners to enhance customer satisfaction, loyalty, efficiency, and business performance

🎯 Your Mission:

• Own contact center performance, KPIs and SLAs.
• Lead in-house and outsourced teams, including performance management.
• Define service standards, operating models and governance.
• Ensure a seamless omnichannel customer experience.
• Drive productivity, process improvements, workforce planning, forecasting and cost optimization.

• Own end-to-end customer experience strategy in all physical points (garages, deliveries, etc)
• Standardize customer experience across locations.
• Identify and eliminate customer pain points through journey optimization.
• Monitor customer feedback and translate insights into improvement initiatives.

• Develop future-ready customer service capabilities.
• Evaluate and implement AI-driven solutions to improve customer interactions and efficiency.

• Own CX, NPS and operational reporting frameworks.
• Analyze customer, operational and financial data to identify improvement opportunities.
• Drive action plans based on customer insights and business performance.

🌟 What Spells Success: Your Qualifications

• Strategic thinker with strong analytical and problem-solving skills.
• Proven people leadership, coaching and workforce planning capabilities.
• Vendors management and contracts negotiation experience
• Budget management and business case development.
• Process improvement and change management mindset.
• Expertise in KPI, SLA, NPS and customer insight analysis and management.
• Strong data storytelling and root-cause analysis skills.
• Lean/Six Sigma methodology knowledge.
• Proficiency in CRM, Contact Center and CX platforms.
• Familiarity with AI, automation and digital customer experience technologies.