We are looking for an enthusiastic customer experience manager to join our B2B marketing tribe. You will be part of a small dynamic team responsible for strategy activation. We work together with content, brand and segment marketers, event specialists, campaigners, communications experts, digital marketers and digital developers.
Tasks and responsibilities
As a customer experience manager, you will oversee all aspects of the customer journey, ensure smooth customer interactions for our customers with Telenet Business (in line with customer needs), and manage the customer life cycle end-to-end. You will work closely with multiple teams and provide support in making strategic choices from the customer's point of view, with the goal of achieving successful improvements by focusing on the expected customer experience.
In particular, you will be responsible for:
1. Creating the customer experience vision and developing the strategy.
2. Getting a continuous ° view of our customers through internal and external (market) research and translating the insights into continuous improvement projects.
3. Designing, visualizing and optimizing the customer experience roadmap in line with Telenet Business' strategy and customer expectations, and driving its implementation through clear governance.
4. Monitoring customer satisfaction and performance to formulate recommendations on adapting customer journeys, features and processes as needed.
5. Identifying areas for improvement in internal business processes to maximize the value delivered to the customer and drive execution, with an innovative, data-driven mindset.
6. Understanding customer needs, behaviors and pain points. Ensure insights are translated into continuous improvement pathways to improve product offerings and service quality.
7. Develop strategies for onboarding, adoption and retention.
8. Build and maintain long-term relationships with both internal and external stakeholders.
9. Fostering cross-functional collaboration and ensuring that a customer-centric mindset is integrated into the company culture.
What we have to offer...
10. You are about to become a part of an embracing organization that greatly values your contribution. This company also ensures your work environment aligns perfectly with your requirements. This allows you to develop while taking care of your work-life balance. What else do we throw into the tray?
All the space you need to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning opportunities, but you may just as well hit the pause button after a while or go in a completely different direction.
11. A varied job in which you produce tangible results and make your mark.
12. A competitive gross monthly salary that we complement with a host of fringe benefits, such as meal vouchers, eco vouchers, hospitalization and group insurance, laptop, cell phone, phone plan, company car (mobility plan), discount on Telenet products…
13. The fine company of colleagues who are just as passionate as you.
14. Opportunity to work from home 60% of your time.
15. A stimulating work environment where you can indulge in the latest technologies.
Your Profile
As a Customer Experience Manager, you have the following skills:
16. You have a master's degree (or equivalent by experience) and at least 7 years of experience in customer experience programs & customer journey mapping.
17. You work autonomously in a transformational environment and have strong planning and organizational skills.
18. You apply Design Thinking to focus on the right CX problems that need to be solved.
19. You describe yourself as creative and flexible, dynamic, entrepreneurial, solution-oriented and results-driven, always with your goal in mind. While doing so, you also don't lose sight of the data.
20. You are proactive and can respond to changing customer needs, industry trends and changing business dynamics.
21. You are passionate about bringing about change and strive for excellent execution.
22. You have strong verbal and written interpersonal and communication skills, which are used to effectively deal with clients, collaborate with internal teams and communicate ideas and feedback.
23. You speak perfect Dutch and English. If you can also speak French on top of that, that's a big plus.