Head of Customer Experience

Adtucon is a cutting-edge media tech company that is revolutionizing performance-based advertising through the transformative power of AI. Our team of experts provides clients with expertise and knowledge in growth and performance marketing, driving business success through strategic insights and advanced technological solutions. With a pay-per-lead model for lead generation and no monthly fees, Adtucon powers customer acquisition for our clients — rewards only, no risks.

To carry out our mission we are looking for a Head of Customer Experience to join our team.

WHAT WE WOULD LIKE YOU TO TAKE CARE OF

• Define and Execute Customer Experience Strategy: Develop a world-class customer success strategy focused on customer retention, satisfaction, and value generation. Align this strategy with our broader objectives to ensure a cohesive, forward-thinking approach.

• Build, lead, and mentor the Customer Experience team, fostering a customer-centric culture and driving performance to exceed KPIs.

• Collaborate cross-functionally with Marketing and sales teams to ensure a seamless client journey and deliver maximum customer value.

• Implement retention strategies to minimize churn and maximize client satisfaction, using predictive analytics and insights.

• Identify and drive opportunities for upselling and cross-selling additional services, working closely with the sales team to secure renewals and expansions.

• Monitor and manage customer success metrics, reporting on retention, expansion, and customer health, and adjust strategies accordingly.

• Represent the company at industry events, conferences, and webinars.

• Empower our Customer Experience team to exceed expectations, create lasting client relationships, and make a measurable impact as we continue our expansion in the MarTech and AdTech landscape.

• Hire and expand the team, when and if needed to meet clients’ expectations and business objectives.

WHAT WE WISH YOU’D BRING WITH

• Proven experience (7+ years) in Customer Experience and/ or Customer Success and ideally within a digital marketing or technology-driven company.

• 3+ years in a leadership role, managing and mentoring customer success or account management teams.

• Strong understanding of digital marketing concepts, including social advertising, PPC,  and analytics.

• Data-driven mindset with the ability to analyze data, create actionable insights, and make strategic recommendations.

• Excellent communication and interpersonal skills, with a knack for building strong client relationships.

• Track record of success in driving client engagement, satisfaction, and retention.

• Language proficiency: Italian and English, both spoken and written.

WHAT WE WOULD LIKE TO OFFER YOU

• Join an innovative team during an exciting phase of growth: be part of a true Made in Italy success story;

• Opportunity for rapid growth within your role and beyond, through a career progression & internal rotation program;

• Independence and full autonomy to shape your work as you prefer and suggest changes that truly make an impact.

• Contract & Compensation: in line with the candidate’s experience

• Portfolio of Benefits - pick what you like!

• You'll be working in a hybrid setup, when on-site from our innovative office in the heart of Caserta

• Plenty of Team Events & Office Snacks

• State-of-the-art hardware and software to make the magic happen!

D,E&I STATEMENT

At Adtucon, we celebrate diversity and view it as an opportunity for growth and enrichment. In our organisation, we promote uniqueness and individuality, and we do not discriminate on the basis of disability, neurodiversity, gender identity, biological sex, sexual orientation, marital status, parental status (including pregnancy), age, ethnicity, origin, religion, political ideology, or other characteristics. Our selection processes are based on professional experience, attitude, and the talent of each candidate.

ESG  STATEMENT

We are committed to minimising our environmental impact and promoting positive social change. Through the use of recycled, recyclable, and compostable packaging, and monitoring our emissions, waste, and energy consumption, we strive to minimise our footprint. At the same time, we partner with local, national, and international social organisations to create events, collaborations, and charitable initiatives that truly make a difference in our communities and beyond.

Find out more on our career page.

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