West Flanders

Customer Experience Manager

  • West Flanders
  • Marketing Digital, Experiencia del Usuario (UX)
  • Freelance

For our client, a world market and technology leader in manufacturing - we are looking for a Customer Experience Manager - to own the CX strategy aligned to our client's overall strategy, increasing customer satisfaction and customer loyalty along the way.

What will your day-to-day look like?:

  • Together with the commercial leaders of different business units, you will enable them to achieve their ambitions as you take your position as part of the global Customer Experience team.

  • You will be supporting the business in setting up appropriate CX framework in close collaboration with the Global Digital Product Managers and Business Domain Experts to gather insights, improve experiences, and identify and prioritise actions in accordance with the overall strategy.

  • You will design and analyse the omni-channel customer experiences, facilitate design workshops and provide best practices for tools, methodologies, understanding, ideation. experimentation and communication.

  • You will translate business CX measurement needs from multi-divisions into an overall CX quality framework, define the required product strategy to track performance, operational impact, commercial results, and that facilitates data driven and evidence-based decision making.

  • You will implement digital enabled customer feedback loops that empower customer service teams to optimise existing processes/flows.

  • You will continuously keep yourself up to date with the evolution in the CX domain and leverage best practices for our client through your internal and external network.

Sounds good? Am I the one? Yes if:

  • You have 3 years of experience in B2B and/or B2C in Customer Experience Management.

  • You have have a proven track record in Customer Experience Design and implementation and a relentless focus on value creation.

  • You are familiar with developing playbooks and setting up frameworks.

  • You are a good verbal and written communicator in French and/or Dutch.

  • You have solid experience with agile project management practices.

  • You have strong analytical skills and a good understanding of commercial processes, being able to work closely with cross-functional teams, to translate (new) designs into effective solutions.

  • You are a good at influencing and driving change, you proactively seek alignment with stakeholders to be able to drive adoption and change forward.

Great! What's in it for me?:

  • Brilliant opportunity to join a world leader in manufacturing, get to know their business needs, and use digital to enable real business impact.

  • 6 month freelance project with high visibility, impact and added value.

  • A fantastic chance to join a multi-cultural team where you can reap the benefits of learning from colleagues and peers.