Senior Controller Customer Service

Company DescriptionAt The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find a perfect match in fair and equitable way. With over 20 brands across 30+ countries, we strive for fair and unbiased hiring. Join our team of 4,000+ employees and be part of reshaping the labour market and becoming the world’s leading job platform. Job DescriptionDo you love getting into the details of service processes, customer satisfaction and productivity metrics? Then this is the right job for you: help us to take our customer service to the next level by supporting our EMEA Service Management with analyses and key figures in decision-making and being available as a competent contact person with your know-how.Your responsibilities:Analyse service KPI Performance Reporting and identify the root causes including actions to increase service performance were applicableCommunicate and discuss service performance reports (results) with relevant stakeholders in all entities and on EMEA management levelAutomate service KPI performance reporting to limit the manual efforts and allow to always track performanceCreation of "what-if" scenarios based on performance status to predict future performance development including of efficiency tracking of taken actionsSupport the definition and selection of KPIs that enable the performance results of all EMEA entities to be compared on an objective basis (same definition and use within EMEA entities)QualificationsStrong analytical and process skills with focus on customer serviceGood understanding what service KPIs drive customer satisfaction and customer loyaltyAccustomed to working with senior management (e.g. directors, general managers) and excellent stakeholder management skillsHigh affirmation and understanding of CRM systems (Salesforce, One Sales/SAP, Oracle), reporting and planning tools such as PowerBI, Anaplan or TableauAbility to prepare and drive decision making processesAdditional InformationWe’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer: 29 days holiday allowance + bank holidays   Private medical and dental healthcare   Pension contribution up to 10%   24/7 Employee Assistance Programme Life Assurance Cover  Cycle to work scheme   Hybrid working model   Volunteering days   and you can bring your dog to the office!   Our commitment Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.