Job Description
The Regional Practice Lead in Communications at Kraken is responsible for overseeing delivery excellence, developing talent, and ensuring consistency across multiple clients and countries within the communications practice, focusing on implementing and optimizing Kraken's communication systems to enhance customer experience and operational efficiency.
Key Responsibilities
- Lead people management, delivery oversight, and subject-matter expertise across multiple clients and countries.
- Raise the standard of delivery excellence and ensure consistency of practice across regions.
- Develop talent within the team and support their professional growth.
- Maintain close involvement with complex client engagements.
- Implement and optimize Kraken's communications systems, including Voice, Email, Chat, and Transactional Communications.
- Support clients through migration, onboarding, configuration, and optimization phases to improve channel effectiveness, automation, and customer experience.
Requirements
- Experience in combining people leadership, delivery oversight, and subject-matter expertise across multiple clients and countries within a region.
- Ability to raise the standard of delivery excellence, develop talent, and ensure consistency of practice across different countries and a variety of clients.
- Experience supporting complex client engagements closely connected to the delivery process.
- Proven experience in implementing and optimizing communications systems such as Voice, Ink email chat, and Transactional Communications.
- Experience supporting clients through two phases: Migration onboarding and configuration, and Accelerate optimization for improved channel effectiveness, automation, and customer experience.
- Ability to lead and develop a team of Client Delivery Leads (CDLs) or equivalent roles supporting client communications systems.
- Demonstrated ability to oversee delivery standards and ensure practice consistency across multiple regions and clients.
Benefits & Perks
Compensation/salary range (not specified)
Work schedule (not specified)
Work environment perks: Certified Great Place to Work in multiple countries, recognized as one of the Best Workplaces on Glassdoor in the UK
Additional benefits: Commitment to diversity and inclusion, accommodations for specific needs, tools and environment to support potential, privacy policies in place
Ready to Apply?
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