Senior Customer Experience Director

Founded in 2013, Indie Campers has revolutionized the road trip experience, offering flexible and customizable Recreational Vehicle (“RV”) travel options through its easy-to-use platform and network of more than 80 locations across 23 countries worldwide. The Company envisions becoming the world’s #1 road trip platform. Headquartered in Lisbon, Portugal, Indie Campers has more than 500 employees across the globe and intends to continue to invest significantly to strengthen and grow its team.

In July 2024, Indie Campers announced the successful completion of a Series B funding round, later increased to a total of €62 million. This investment will support the key pillars for growth; further expanding our international footprint, maturing our digital product & Tech infrastructure, scale teams and allow us to explore inorganic growth (M&A) opportunities.

Role Overview

As the Senior Customer Experience Director, you will be the leader of a central team dedicated to optimising and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a major component of our operating model so that the main objectives of Operations : fleet availability, customer satisfaction and operational efficiency are achieved.

Your role will encompass designing and implementing strategies and creating team management mechanisms that ensure high-quality customer service across the entire customer journey—from pre-booking inquiries to on-trip support, including roadside assistance and service recovery. Additionally, you will oversee the support provided to our local operations teams by our global support delivery team, ensuring they have the tools, processes, and guidance needed to perform their daily duties effectively. Your expertise will be crucial in developing a high-performance support framework that enhances customer satisfaction, operational efficiency, and overall service quality. Reporting directly to the Chief Operations Officer, this role is vital to the organization and requires deep collaboration with other central teams, as well as regional and local operating structures.

Responsibilities

• Recruit, train, lead and manage a high-performing support strategy team, fostering a culture of excellence and accountability in line with Indie Campers Core Values.
• Lead Support Strategy Development : Develop and refine strategies that ensure excellence in both Customer Support and Operational Support, focusing on creating seamless and effective processes that enhance customer satisfaction and operational efficiency.
• Design and implement customer support processes that cover the entire customer journey, from pre-booking inquiries to post-trip service recovery, ensuring that all customer interactions meet the highest standards of service.
• Develop and standardise operational support procedures that assist local teams in performing their daily duties, ensuring they have the necessary tools and guidance to operate efficiently.
• Design and implement Service Recovery mechanisms that effectively address customer issues and complaints, turning negative experiences into opportunities to enhance customer loyalty.
• Design and implement mechanisms to guarantee the quality of the service provided by our global support delivery team and their cost efficiency.
• Continuously monitor the performance of global Support teams, using data-driven insights to implement improvements and ensure ongoing excellence in customer and operational support.
• Collaborate with Regional and Local Teams : Work closely with regional directors and local teams to adapt and apply central support strategies to specific regional contexts, ensuring successful implementation and execution.

This is an exciting opportunity to drive organizational change, implement scalable processes, and foster a high-performing culture within a fast-paced, multicultural environment.