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Customer Lifecycle

Il y a 4 mois

Bruxelles, Région de Bruxelles, Belgique Citymesh NV Temps plein
At
DIGI BELGIUM, we're not just stepping into the telecom landscape; we're here to revolutionize it.

With bold ambitions and a relentless drive, our mission is to disrupt the status quo, championing a customer-centric approach and a commitment to innovation.

We're not just participants in the telecom industry; we're leading a transformative wave, reshaping connectivity with every initiative


To support us in this mission and as we transition from startup to scale-up, we are seeking a highly motivated and experienced
Customer Lifecycle & Quality Expert to lead our customer service operations and who will play a key role in ensuring the overall quality of products and services, improving processes, and maximising customer satisfaction.


The
Customer Lifecycle & Quality Expert will be responsible for overseeing various aspects of the customer lifecycle, quality of service, and compliance.

This role demands a strategic thinker with a strong background in metrics, data analytics, and a keen focus on customer experience.


Key Responsibilities:

  • Taking care of our customers.
  • Metrics & Reporting:
  • Define and monitor key metrics related to the customer lifecycle, quality of service, and compliance.
  • Generate and analyze reports to provide insights into customer behavior, performance, and regulatory compliance.

Quality of Service:

  • Manage customer feedback processes and implement solutions based on customer needs.
  • Drive initiatives to enhance the overall quality of service, ensuring customer satisfaction.
  • Contribute to relations with external service providers & lead quality compliance.
  • Ensure compliance with regulatory requirements related to customer service.
  • Collaborate on the development and optimization of the training academy.
  • Contribute to the design of training programs that align with staffing requirements and enhance overall service quality.

Transversal Collaboration:
Retention & Churn Reduction

  • Collaborate with crossfunctional teams to contribute to the development and execution of the customer retention strategy.
  • Develop and implement strategies to reduce churn and proactively identify potential churn triggers.
  • Analyse customer behaviour to implement preventative measures against churn.
  • Drive the integration of omnichannel strategies to create a seamless and consistent customer experience across all touchpoints.

End-to-End Service Perspective:

  • Create transversal projects with marketing and sales teams to optimise the customer journey, channel strategy, and overall customer experience.
  • Collaborate on initiatives that enhance the endtoend service perspective.

Requirements:

Education:

  • Bachelor's degree in Business, Marketing, Analytics, or a related field. Master's degree is a plus.

Experience:

  • Proven experience (35 years) in a lifecycle management, quality assurance, or related role within the telecom or a related industry.
  • Demonstrated success in implementing strategies to enhance customer satisfaction and reduce churn.

Skills:

  • Strong analytical and datadriven decisionmaking skills.
  • Experience in leading crossfunctional projects and collaborating with different departments.
  • Proficiency in using analytics tools and CRM systems.
  • Knowledge of omnichannel strategies and customer journey optimization.
  • Proficient in English, Dutch & French

Personal Attributes:

  • Strategic thinker with a customercentric mindset.
  • Excellent communication and interpersonal skills.
  • Ability to adapt to a fastpaced and dynamic work environment.
  • Innovative and proactive approach to problemsolving.
  • Strong interpersonal skills with a focus on collaboration.


At
Digi Belgium you will be part of an enthusiastic and ambitious team in which we greatly value your own input and believe in the growth of each of our employees.

We offer you a great opportunity to work for a fast-growing and innovative employer that operates as a challenger in the Belgian telecom market.

Next to this, we also offer a wide range of benefits, including:

- **Dynamic Work Environment**: Dive into the bustling world of telecom at our startup Expect a workplace that thrives on challenges and growth opportunities.
-
Competitive Compensation: Enjoy a rewarding package including competitive salary, meal vouchers (€8/day), eco vouchers & health insurance
-
Permanent Contract: Secure your future with us - enjoy the stability of a permanent contract.
-
Company Car: Zip around town with ease in your company car, complete with a fuel card.
-
Invest in Yourself: We provide ample resources for your personal and professional development. Use our generous budget to level up your skills and become even more awesome.
-
Contemporary Workspace: Immerse yourself in a cutting-edge office environment where innovation and collaboration reign supreme. Our central locations in Oostkamp and Brussels ensure easy accessibility.
- ** Flexibili