We are looking for a Customer Experience Manager
The customer experience manager represents our consumers within our business. We are looking for a natural empath, a people person who can read, translate and action data to help create the smoothest of customer journeys throughout all touch-points. The successful candidate will also be able to generate a customer voice via different metrics to make the team aware of areas for improvement.
Alongside this, the CX manager will be tasked with generating customer profiles to help understand individual needs and develop internal support systems to meet those needs. This will encompass feedback cycles that will be translated into product development and sales processes that improve the overall experience. For the CX manager, the ultimate responsibility will be ensuring customer satisfaction and increasing customer loyalty.
The ideal candidate
As we recently expanded our business operations in the ecommerce ecosystem, we are in the process of forming and creating a dedicated team. The CX Manager is a new role within the company, and thus there are a number of things that need to be built from scratch such as; establishing teams, procedures, protocols and feedback cycles.The ideal candidate comes with an entrepreneurial mindset that thrives during uncertainty and enjoys transforming this uncertainty into meaningful procedures. Imagine a startup environment and you will be close to understanding the day-to-day dynamic.This includes:
Setting up customer support frameworks, tools and other resources
Locating and liaising with external suppliers of customer support
Managing freelancers to ensure quality of service
Experience with setting up combined customer support teams between in-house and outsourced specialists
Mapping customer journeys and working on improving touch-points
Owning customer support via various channels - email, live chat, call center
Representing the voice of the customer through stakeholder management and carrying out customer satisfaction surveys
Translating customer feedback into initiatives to improve processes, customer journeys and customer experiences
Overseeing and maintaining the customer experience service quality throughout the whole customer journey
Managing the operational excellence by identifying opportunities to improve and develop the operational processes ideally leading to lower costs and equal, if not, better customer satisfaction
Establishing a clear mission and developing strategies around it
Developing service standards, procedures and policies;
Tracking customer service records by creating and maintaining a database of historical events and discussions
Analysing statistics for clear reporting and escalation to the managing director
Controlling resources and utilising assets to achieve qualitative and quantitative targets.
Bachelor in business administration or equivalent
Proven experience as a customer service manager in the online retail industry
Knowledge of customer service software, databases and tools
Strong client facing communication skills
Proficiency in English
Ability to think strategically and lead
Advanced troubleshooting and multitasking skills.
What we offer
In addition to the exciting on-the-job learning and warm, welcoming environment, we offer:
A competitive salary (based on your experience).
Office chef who prepared healthy gourmet meals every day.
A positive working environment that encourages professional development.
Support and guidance while you find your place within our company culture.
Foosball, darts, football field, basketball court.
Blowout parties and monthly team events.
Awesome yearly company trip.
Company-sponsored Dutch lessons.
Discount on a Gym membership and the ability to workout during office hours.
Professional personal coaching.
25 days of holiday, + 1 day of birthday leave, + the option to buy 10 more per year.
Monthly benefits budget of €30, which you can spend in the Advidi flexible benefits app, powered by YourCampus. Through this app you get access to a wide range of benefits, ranging from gym memberships to vouchers for your favorite webshop.
We’re a performance marketing network. Founded in 2012. Global - but deeply Dutch.
Our mission is also our core business:
We find and connect the best people in the industry while inspiring and empowering them to be more successful.