Customer Experience Manager
il y a 6 jours
SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring **people solutions** to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span **the entire employee journey**, from getting people paid to attracting, rewarding, and developing talent.
**Role**:
- As part of the strategic marketing team, the customer experience manager is responsible to manage a corporate customer experience program and put our customers’ needs at the heart of everything we do. Your goal is to structurally improve the customer experience together with a dedicated team where you increase customer loyalty/ambassadorship and contribute to both the overall revenue growth and EBITDA objectives.
- You lead the customer experience team independently and engage business teams to deliver high quality outputs;
- You build and maintain long-term relationships with both internal and external stakeholders.
- You are responsible to create and execute the customer experience roadmap that fits with both short term and long term objectives.
- You lead a corporate VOC and NPS program
- You gain a continuous 360° view of our customer through internal and external (market) research where you ensure that insights are being translated to continuous improvement tracks throughout the business.
- Identify key milestones in the customer journeys and link them to customer experience initiatives.
- Ensure customer centricity is embedded in the SD Worx culture
- Responsible for our customer reference and customer ambassador program
- Scale current CX initiatives (such as Mindcraft)
- Focus on priorities that will benefit our various segments and countries in which we operate.
- Standardize CX related processes, scale and facilitate working as one SD Worx.
- Continuously align with your business stakeholders in order to ensure customer centricity is on everyone’s roadmap and challenge where needed.
**Profile**:
- 5Y+ people manager
- Extensive track record in successfully setting up and executing Customer Experience Programs in larger (international) organizations.
- Strong understanding of stakeholder management, change management and project management
- Experience with customer journey mapping and design thinking
- Adheres the agile way of working
- Strong interpersonal and relationship building skills resulting in team collaboration and success
- Result and solution driven
- Strong understanding of data driven technologies, with ideally a knowledge of Salesforce, Pardot,
- Can balance quick wins and short term goals with a long term strategy and vision.
- Knows how to integrate customer centricity in the SD Worx culture
- Understanding of how to continuously feed the business with actionable insights based on customer data.
- Overall interest in innovation and business development (commercial mindset)
- Genuinely passionate about delivering great customer experience
SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work. With the possibilities of flexible working hours, homework, working from other offices,you can organize your own work.
For us, learning and innovating are like breathing, inspiring us to always go beyond. We offer multiple trainings, projectswhere you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.
From many places, we** work as one**, moving from better to best together.
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