Head of Web Chat

Head of Web Chat

The Client
My client is one of the leaders within the global consumer service industry. With a matrix organisation and many brands from technology to energy sitting under their remit; they now require a Head of Web Chat to drive them forward.

The Role
My client requires a Head of Web Chat to develop and manage the Web Chat strategy across their website and mobile app.

Main Job Responsibilities

• Develop the strategy for WebChat across our website and mobile apps
• Identify, develop and implement initiatives to significantly improve WebChat performance across sales and self-serve journeys, working in partnership with relevant Customer Operations teams
• Monitor and report on WebChat performance and identify areas of improvements to meet commercial targets
• Working with contact centre teams, develop the optimum operational model to support WebChat services and ensuring we maximise agent efficiency in web-chat conversions
• Mange the relationship and commercial terms with our web chat platform provider

Key Skills and Experiences

• Ability to engage, influence and win support of senior stakeholders
• Ability to confidently manage multiple stakeholders and negotiate differences of opinion to provide best customer experience and business outcomes
• Ability to manage multiple projects simultaneously
• Creates and leads a diverse team, prioritises people leadership engages and supports in
• First class communication and presentation skills (both written and verbal) with the ability to simplify complex information

To apply for the Head of Web Chat role, please click the “apply” button, or contact Dave Boyle on 0207 928 2525 or dboyle@welovesalt.com for more details.