Customer Excellence Manager

il y a 1 semaine

Brussels, Belgique Bolt Temps plein

Bolt is het allereerste energieplatform dat het Belgische stroomnet echt duurzaam wil maken. Via Bolt kan je jouw energie rechtstreeks kopen van lokale, groene opwekkers. Zo weet jij exact waar je energie vandaan komt en waar je geld naartoe gaat.
- Brussel
- Werkplek: flexibel
- Ervaringsniveau: senior

**Customer Excellence Manager**:
Bolt is het allereerste energieplatform dat het Belgische stroomnet echt duurzaam wil maken. Via Bolt kan je jouw energie rechtstreeks kopen van **lokale, groene opwekkers**. Bijvoorbeeld van de zonnepanelen van Nico of van de waterkrachtcentrale van Stéphane. Zo weet jij exact **waar je energie vandaan komt** en waar je geld naartoe gaat.

Waarom doet Bolt dat? De energiemarkt is vandaag niet transparant. Traditionele leveranciers verkopen grijze energie als groene, en helpen ons land niet verduurzamen. Dat wil Bolt veranderen. Ga jij met ons **tegen de stroom in**?

**Jouw taken**:
Bolt zoekt een Customer Excellence Manager die met data-analyses de customer journey en de daaraan verbonden interne processen optimaliseert met als doel de klantloyaliteit en -tevredenheid te verbeteren.

Concreter:

- Je **voert uitgebreide business analyses uit** waarbij je data combineert met marktinzichten om trends en pijnpunten in de customer experience bloot te leggen.
- Je **vertaalt deze inzichten naar concrete strategieën** en plannen om klantloyaliteit en operationele efficiëntie te verbeteren.
- Je **leidt verbeterprojecten** doorheen de planning, coördinatie en implementatie, en houdt onderweg de voortgang en resultaten in de gaten.
- Je **optimaliseert en stroomlijnt processen met impact op de klant** door verbeterpunten in de customer journey te identificeren en te zorgen dat deze processen vertrouwen en tevredenheid ondersteunen.
- Je **volgt de impact van je verbeteringen op klantenloyaliteit** met behulp van KPI’s, dashboards en andere tools op en stuurt bij waar nodig.
- Je **werkt samen met andere team**s, zoals sales en customer care, om veranderingen te implementeren die direct bijdragen aan de tevredenheid en loyaliteit.

**Wij bieden jou**:

- Een boeiende job binnen een groeiende **scale-up** die positieve impact maakt;
- Een **gedreven en enthousiast team** met een positieve mindset. Naast een leuke werksfeer, organiseren we regelmatig afterworks en legendarische teambuildings.
- Een werkplek met **uitzicht over Brussel**, afgewisseld met thuiswerk.
- Een **marktconform loonpakket** met extralegale voordelen.

**Wat wij verwachten van jou**:

- **Relevante ervaring**:Je hebt mínimaal 5 jaar aan relevante ervaring.
- **Expertise in procesanalyse**: Je hebt ervaring met het uitvoeren van analyses en weet inzichten te vertalen naar praktische verbeteringen.
- **Data-driven mindset**: Je bent vertrouwd met het gebruik van KPI’s, dashboards en Excel.
- **Project management skills**: Je hebt ervaring met de vlotte uitvoering van complexe projecten, waarbij de deadlines worden gehaald en doelen worden bereikt.
- **Goede communicatieve vaardigheden**: Je kunt je analyses en aanbevelingen helder presenteren aan verschillende stakeholders.
- **Analytisch en probleemoplossend vermogen**: Je denkt in oplossingen en bent sterk in het doorgronden van complexe processen.
- **Proactiviteit en energie**: Je bent een doener die initiatief neemt, energie brengt en het team en de organisatie om in de juiste richting te bewegen.
- **Structuur, organisatievaardigheden en oog voor detail**: Je blinkt uit in prioriteiten zetten en kan onder druk alles soepel laten verlopen. Bovendien ben je ook een beetje een perfectionist
- **Vloeiend Nederlands of Frans en Engels**: Je kan je vlot uitdrukken in het Nederlands of Frans en Engels.
- **Passie en energie**: Je wil bijdragen aan de energietransitie in België, één van de meest efficiënte manieren om klimaatverandering tegen te gaan;
**Maakt deze vacature je warm?**:

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