Head of Customer Experience Europe

il y a 7 jours

Anderlecht, Belgique Prophix Belgium Temps plein

Prophix will offer employees the choice for work arrangement: the opportunity to work from our office, remotely, or a combination of both/hybrid. We have invested in best-in-class tools, technology, and culture to ensure our team members are able to do their best work.

**What You Will Do at Prophix**

The Head of CX, International reports to the Chief Customer Innovation Officer and is responsible for providing leadership on the Company’s CX Strategy and Operations for International markets. This individual will be responsible for developing and overseeing the company’s international and cross-product CX Strategy.

The Head of CX, International will be responsible for facilitating adoption of corporate CX practices and tools, via internal communications, cross-functional change management and the adoption of best-practice business process as well as driving the growth of the CX International team. They will also be responsible for generating CX insights and systemizing CX Value by codifying the causal relationships between key performance metrics, connecting them to customer lifetime value using them to drive continuous improvement over time through the ongoing support and management of the CX International team.

They will work closely with the NA Customer Experience VPs (PS and CS) to ensure Prophix customers have an outstanding professional/customer service experience and will collaborate with other executives to support the overall customer experience.

Primary Duties and Key Responsibilities

**Generating CX Insights**
- Collecting customer experience insights and analytics to drive ongoing strategic advantage and growth.
- Co-ordinating with the various stakeholders associated with customer experience management throughout the company to identify systems, data, assumptions, customer hand-offs and touchpoints.
- Developing an efficient portfolio of customer experience metrics and supporting analytics that provide a 360-degree view of customer experience

**Facilitating CX Adoption**
- Developing an effective portfolio of internal communications to educate executives and employees about customer experience realities, expectations, goals, improvements, and engagement opportunities, emphasizing specific ways individuals can positively impact customer lifetime value.
- Working cross-functionally across the company to align focus and reframe roles and rituals for customer-centricity.
- Driving adoption of best-practice customer-centric business processes, systems and tools supporting each of the critical touchpoints in the customer lifecycle across all the company’s current and future products, regions, and channels
- Hiring and developing various levels of staff within the CX International organization including mentoring and empowering team leaders, developing, and coaching talent, and planning for succession
- Providing strategic direction to ensure customer projects are delivered in a manner which meets/exceeds customer expectations, ultimately leading to ‘promoter’ scores and reference-ability, as well as achievement of revenue and margin targets.

**Systemizing CX Value**
- Developing customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance to key drivers of customer lifetime value
- Developing and deploying a system for actioning customer experience insights within each cross-functional area to prevent recurrence of customer issues and drive long-term growth in customer lifetime value
- Influencing ease-of-work and ease-of-doing business by working closely with product development, go-to-market, employee engagement and other areas of the organization
- Identifying ongoing CX International customer satisfaction, quality and early churn risks, and proactively coaching staff to mitigate them and reduce early customer attrition to limits set by the organization.
- Identifying risks in process, delivery quality, personnel or resource availability, and creating contingency plans.
- Overseeing the management of customer escalations effectively and in a timely manner.
- Proactively working with the sales organization to support communication regarding implementation methodology and estimates, as well as in managing customer relationships and selling additional products and services
- Ensuring that the professional services and customer services organizations are tightly integrated and are proactive in participating throughout the entire customer journey (marketing, sales, pre-sales, implementation, relationship management, renewal, etc.).
- Development and rollout of effective forecasting and capacity planning to accurately predict required staffing.
- Managing and reporting on progress against revenue and margin goals, quality and utilization targets. and organizational costs and budget.
- Delivery of reports and analysis to members of the leadership team including evaluation of overall performance, trend identific

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