Head of Customer Experience in Pethouse

Hello!

My name is Volodymyr, I am the CEO of Pethouse. 

We are expanding our team and looking for the best Head of Customer Experience, who will lead the customer experience management function, be responsible for the formation of a holistic strategy of interaction with customers and the development of service processes.

What will be in your area of responsibility:

• creation and implementation of a strategy for the development of customer service;
• construction and regular audit of the Customer Journey Map;
• development of standards and work regulations;
• construction of the architecture of internal processes and creation of a "matrix of solutions";
• optimization of existing processes;
• control of loyalty and repeat purchases;
• management of the metrics system service;
• analysis of requests and feedback: in-depth study of customer requests in all communication channels to create new convenient solutions and optimize existing processes "in advance";
• analysis and integration of "best practices".

Our ideal candidate:

• practical experience in service design;
• deep understanding of CJM construction methodology;
• knowledge of service metrics;
• experience with feedback and feedback systems;
• analytical thinking;
• communication skills and negotiation skills;
• systematic and attention to details;
• proactivity.

What will you get by working with us?

Financial stability

• Pethouse is a large, stable and actively growing company, which has been on the market since 2010
• Official employment from the first day
• Official salary without envelopes, paid twice a month without any delay
• 24 days of paid annual leave and sick leave according to the Labor Code
• Corporate discount for goods for your pets

Opportunities for development and a comfortable working atmosphere

• We do not have a dress code - we value comfort and individuality
• Training and development at the company's expense: base of knowledge, corporate library, external trainings and support of mentors
• Real opportunities for career growth: 90% of our managers rose to their positions from initial positions
• Friendly and close-knit team in which respect, support and freedom of opinion are valued
• The most delicious treats: cookies, fruits, tea, coffee and much more - all for the good mood
• Mental and emotional support programs to support you in these difficult times

A comfortable and safe office

• Withmanual location 7 minutes on foot from Vasylkivska metro station
• Free parking if you prefer your own car
• Modern equipment, licensed software and everything you need for productive work
• Generator and uninterrupted internet, so power outages will not bother us
• Availability of shelter on the territory
• And most importantly, our office cats that radiate warmth and have a good time

About us

Pethouse is the largest online pet store in Ukraine, which is also among the fifteen largest e-commerce stores in the country according to Forbes magazine.

Our team is more than 250 wonderful, inspired and caring people who sincerely love animals and work every day to make the world a little better.

We have an ambitious mission: to change the world so that there are more happy animals in it.

For this, we not only offer the best products for pets, but also share knowledge on how to properly care for them, helping pet parents create a happy life for their animals.

We constantly help animal shelters by donating food, medicine and other necessary things.

Together with Gostomel Shelter, we created the AdoptMe Days festival, thanks to which animals from shelters find loving families. During the two years of the festival's existence, 2,170 animals have already found their new homes.

If you dream of contributing to the development of the culture of responsible pet parenting in Ukraine, join us! Together we can make this world a better place!