International Customer Experience Manager

Essen  ‐ Onsite
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Description

For our client located in Essen we are currently looking for an International Customer Experience Manager.

Start: asap
contract: fulltime, permanent
Location: Essen
Language: English and German
Travel: ca. 10 days per months

Responsibilities

- Provide business partner support to key local leadership in the implementation of a customer experience programme across designated the client's European Regional Units.
- Influence all levels of the business up to management board level through expertise in international best practice, making clear recommendations to accelerate and stretch customer experience programme implementation and management
- Advise local and global senior leadership on their role in driving customer experience improvements and embedding a culture of customer centricity.
- Provide critical challenge/support to Regional Unit Boards on their customer experience roadmaps as well as providing authoritative insight by bringing the voice of the customer and external best practices into the organisation.
- The scope of support provided covers: management of customer experience improvements tools (results delivery office and programme management), development and management of customer insight and loyalty economics tools, customer centric communications, customer journey management, customer experience design for new solutions.
- Coordinate and animate internal customer experience practitioners' network for experience sharing.
- Continue to increase the scope and impact of the Customer Experience Centre of Competence.
- Further develop and deliver necessary customer experience capabilities (Eg Service Design) across the Group and in the Centre of Competence.
- Collaborate with other Centre of Competence members, consultants and customer experience programme teams across Europe to define and manage the process to deliver a customer vision and resulting initiatives that will bring them to a sustainable point of differentiation in the market.

Qualifications

- Relevant university degree.
- Multiple years of experience and extensive knowledge of the net promoter system, or similar programmes to constantly improve, stretch and challenge business performance.
- Extensive experience of working in a service industry within a matrix organisation.
- Exceptional written and verbal communication skills (ability to inspire teams towards a compelling vision) as well as proven gravitas and credibility to operate up to group board level.
- Strong analytical abilities, with good experience of working with market research information - either as a practitioner or user.
- Robust strategic thinker with a strong intellect and ability to structure complex problems in a pragmatic and communicable fashion.
- Personal traits: passionate belief in putting the customer first, resilience and drive, autonomy, creative, fun, enthusiastic, entrepreneurial, determined and a team player.
- Experience in leading large change programmes and strong project management experience is desirable.
- Excellent English language skills are mandatory; language skills in German, Swedish, Czech, Hungarian and/or Romanian are desirable and an advantage.

Michael Bailey International is acting as an Employment Agency in relation to this vacancy.
Start date
06/2018
Duration
permanent
From
Michael Bailey Associates
Published at
14.06.2018
Project ID:
1571942
Contract type
Permanent
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