Customer Experience Manager

Description

Customer Experience Manager

Key Accountabilities

In this role you will:

- Assure continuous improvement in the areas of customer acquisition, customer development and customer retention through focus on customer life cycle management and customer experience.
- Bring the customer experience to live by infusing the customer journey and customer touch points with the brand DNA.
- Provide the 'voice of the customer' towards the internal organization.
- Develop and own the comprehensive execution plans for every major business initiative that impacts the front line, ensuring and improving the customer experience and loyalty.
- Have ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
- Lead cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience and have a solid grounding.
- Serve in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure company wide customer experience, partnering with different business units such as marketing and product development.
- Work closely with proposition and CRM marketing, sales, communications and customer service to create a learning environment which fosters excellent execution.

Education and Work Experience

Qualifications for this role are:

- HBO/WO education; a masters degree in marketing, business or similar
- At least 5 years relevant experience in a customer experience position
- Relevant experience in project management in a commercial environment
- High affinity with telecom products and services

Knowledge

- You are fluent in Dutch and English spoken and written

You can reach me and ask for Sander van den Bogaard