Flemish Brabant

Digital Customer Experience Manager

  • Flemish Brabant
  • Digital Project Management
  • Permanent

Digital Customer Experience Manager

We are looking for a Digital Customer Experience Manager to work at the Online Sales department of our client (around 20 FTEs), a leading brand in Belgium that aims to deliver an online experience as delightful as when you visit their famous stores.

As DCX Manager your a T-shaped profile who will connect the dots from different sources: customer satisfaction, digital data analytics, performance marketing, user experience, you will blend all that those insights and come up with optimization projects to ensure a successful customer journey. As part of your job, you will think of the future brand online, and you will be constantly looking for opportunities to improve the online customer experience: from new digital marketing campaigns, to SEO optimizations, to design improvements.

What are your responsibilities?

  • You will be responsible for defining and analyzing customer journeys, interpreting the insights, finding bottlenecks and pain points and translating the insights into tangible concepts and KPI's to improve.

  • Your will be the "voice of the customer online’, monitoring their satisfaction and identifying their needs and wishes.

  • Your role will be to act as a content catalyst, finding opportunities that enhance a better online experience and set up project teams to drive the changes and thus, you feel comfortable wearing the hat as Project Manager if needed.

  • You make sure to document your findings and progress and keep all the information aligned within the internal partners and stakeholders. You will play a key role at the crossroad between IT, marketing department, communication agency...etc.

  • You will analyze the competition and seek for opportunities to differentiate from them.

Are you the one? - Yes if:

  • You speak a fluent level of Dutch and English and ideally you speak some French too.

  • You have some years of experience working in an e-Commerce context so you have a thorough knowledge of online customer journeys and digital marketing tools and platforms.

  • You're curious by nature. You stay tuned with the latest trends in the market and constantly seek for opportunities for improvement.

  • You're a people person. A big part of your work will be about asking feedback from different departments and coordinating team members, so we're looking somebody who is communicative and effective to do this.

  • You have ambition to inspire people around you by coaching, advising or sharing knowledge with your team.

The offer

  • Great work environment within a team that fosters a respectful work atmosphere, so you can be yourself at 100%

  • A lot of opportunities to grow and learn within the role. You will have the support to initiate and trigger innovative projects in Online Customer Experience.

  • 36 hour-workweek with flexibility to work from home.

  • A competitive salary package that includes a company car and discounts at the clients' stores.