We are looking for a Concierge Service Operational Development Manager to join the B2C Customer Experience Development team.

Development, implementation, and regular updating of service standards for premium clients, regulations for interaction with clients and internal teams, internal instructions, checklists, and methodological materials for the concierge service's customer service department
Participation in the development of the "concierge" product from the customer service perspective
Initiating and developing improvements to the customer journey.
Optimizing internal processes for handling requests and interaction with other departments.

Work experience in a concierge company as a Supervisor, Quality Control Manager, Operational Development Manager/Customer Experience Manager/Service Excellence Manager for at least 3 years
Experience working with premium clients and complex individual requests
Understanding of the concierge service operational model (24/7, SLA, escalations, etc.)
Experience in customer service quality control,
Experience in implementing and updating service standards,
Experience working with regulations and operational documentation.

Comfortable, modern office near Kutuzovskaya metro station
Opportunities for self-realization and seeing the results of your work
Corporate gym and relaxation areas
Unique Sberbank training system for professional and career development, seminars, trainings, conferences
Onboarding program and manager support at the start
VHI, accident insurance, social guarantees
Flexible mortgage discount equal to 1/3 of the Central Bank's key rate
Free SberPrime+ subscription, discounts on partner company products
Reward for recommending friends to join the Sberbank team
Corporate pension program
Corporate events

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Concierge Service Operational Development Manager (Customer Experience Manager)