Head of Customer Obsession

**What is Klar doing?**:
Klar is working hard to bring digital banking to everyone in Mexico.

**_What is so special about digital banking?_**

Traditional banks have overhead costs per customer that make it unprofitable for them to serve people with smaller deposits or who live in remote areas. By bringing down the cost of banking, Klar is working towards making it possible for the people who need it most to get access to a line of credit to carry them through a rough week or help them grow their own small business.

We are a co-located company with Offices in Ciudad de México, México and Berlin, Germany.
This position is based in Europe. While we support flexible working arrangements (home office, remote work) we focus our time zones on Berlin and Mexico City and value a strong team culture with the possibility to meet up for in-person meetings and informal social gatherings.

**What your role will look like**:
We are looking for a Head Of Customer Obsession. As a Head of Customer Obsession member you will be responsible for leading the team in charge of customer experience. You will work cross-functionally with analytics and product management to design and execute customer success initiatives. Your ability to think strategically, adapt quickly and get things done at all levels of the organization is key.

What you will do:

- Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed.
- Strong business growth mindset, set up and drive programs to ensure continuous business success.
- Manage and prioritize work and activity pipelines as well as data analysis across teams.
- Identify customer needs and work with various teams (e.g. Operations, Product, Marketing) to implement solutions to meet them.
- Establish processes and identify appropriate indicators to monitor performance and progress.
- Innovative thinking with a passion for problem-solving.

**Who is our best match?**:

- 7+ years of experience managing Customer Success.
- Experience leading large teams.
- Experience and enthusiasm for successfully leading and transforming people organizations.
- Experience problem solving and passion to analyze, set priorities, and solve complex problems effectively and consistently.
- Strong analytical mindset and proven ability to turn data into action.
- Proven ability to develop strategies, translate them into initiatives and track successful delivery.
- Effective, clear, and concise communication skills, verbal and written. Experience communicating with executives and cross-functional teams alike.
- Nice to have : Experience in the Financial Services Sector & MBA.
- Strong written and verbal English & Spanish communication skills.
- Solution-oriented mindset.
- Capacity to adapt in a fast-moving environment.

**What do we offer?**:

- Working in a very international team.
- Annual education/training budget.
- Annual Bonus.
- Flexible work environment.
- Competitive Compensation, including equity.
- A world-class team that helps you evolve your skills in areas you’re interested in.
- An opportunity to have a real impact on the financial landscape of Mexico.

We trust our highly skilled and diverse team and we’re committed to creating a welcoming and inclusive environment for new talents to flourish.

Klar is working hard to bring digital banking to everyone in Mexico.

Why is it so important to provide this service in Mexico? Because not everyone has access to the financial system, especially those in rural areas. This means they have no access to credit and in some cases it even means no bank account at all, which puts those without a safety-net even more at risk for theft and other environmental incidents such as fire and floods.