Job Good! Life Good!

The HeadHunter Group is an innovative Staffing and Recruiting Company with HQ in US, Dover, Delaware, operating in Canada, Albania, Kosovo, Montenegro, North Macedonia, Bosnia & Herzegovina, Serbia, Cyprus, Greece, and Bulgaria. We offer the newest mentality in the staffing industry and our core business focuses on Candidates and Clients.

For our client, a leading fintech company in the financial services sector, we are seeking a Head of After-sales to lead and optimize post-sales operations. The role involves driving after-sales performance, aligning strategies with commercial and customer experience teams, and enhancing customer satisfaction through process improvements and staff development.

Key Responsibilities:

• Drive and exceed after-sales performance targets and KPIs.

• Collaborate with commercial and customer experience teams to align telesales strategies and optimize customer pool usage.

• Design, implement, and improve sales scripts and after-sales strategies.

• Monitor aftersales processes for efficiency, identify gaps, and report on performance.

• Ensure compliance with internal procedures and external regulations.

• Lead onboarding, training, and performance monitoring for new hires.

• Evaluate staff performance and support career development planning.

• Collect and report customer feedback to inform service improvements.

• Act as a brand ambassador, upholding the companys image in all interactions.

Qualifications:

• Proven experience in aftersales or customer operations leadership, ideally in financial services.

• Strong knowledge of telesales operations, CRM systems, and customer lifecycle management.

• Skilled in cross-functional team collaboration and performance management.

• Excellent communication, analytical, and leadership abilities.

• Fluency in Bulgarian and English.

• Bachelor's degree in marketing, human services or a similar field.
• Strong managerial and sales skills.
• Strong verbal and written communication skills.

Our client is committed to creating a diverse and inclusive environment and actively encourages applications from all backgrounds, regardless of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability, or age.

Please note that only shortlisted candidates will be invited for an interview.