Head of Customer Experience

At Bhblasted we are on an ambitious journey to become a global leader in the MarTech and AdTech space. And we’re well on the road to getting there: harnessing the power of simplicity, efficiency, and innovation, we supercharge production and business management processes across our four daughter companies: Blowhammer, Adtucon, Bhbroke, and Tissquad.

Currently, in a phase of rapid expansion, we are seeking a visionary Head of Customer Experience for our business unit Adtucon to lead and elevate our customer experience strategy to new heights. In this role, you will be pivotal in shaping Adtucon’s customer journey, driving satisfaction, retention, and growth through innovative, data-driven approaches.

ROLE OVERVIEW

As the Head of Customer Experience, you will be at the forefront of our efforts to deliver unparalleled customer satisfaction and retention, particularly within the high-stakes environment of online paid advertising. Our clients are seasoned professionals, experts in leveraging traffic sources such as Meta, Google, and TikTok to maximize their advertising performance. Bhblasted serves as a comprehensive tool that aggregates these traffic sources, providing an advanced platform for clients who require sophisticated insights and seamless management of their advertising campaigns.

Your mission is to support, engage, and retain these pro users by ensuring they can use our platform to its fullest potential, achieve top-tier results, and continuously improve their performance. You’ll work closely with clients who operate in the competitive paid advertising space, helping them navigate and optimize their usage of our platform’s tools, fostering an environment where clients view Bhblasted not only as a tool but as a key partner in their success.

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/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. 

NICE TO HAVE

• Experience in large-scale project management. 

• Experience working in a rapidly changing and growth-oriented environment

• Professional experience abroad outside of Italy.

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 Bhblasted, 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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