Head of Customer Experience
il y a 1 jour
**The Head of Customer Experience will oversee the strategy, development and execution of company-wide initiatives that improve customer experience (including retail, digital, customer service & 121).**
Therefore, the Head of Customer Experience will:
- **Manage a team** of 6 great people;
- Be responsible for **Customer Experience**:
- Analyse & understand customer pain points, needs & behaviour;
- Identify gaps between current way-of-doing vs. ideal customer experience and strive towards optimizations;
- Define company-wide goals to improve customer experience;
- Create and implement our customer experience strategy;
- Within the customer experience track, be in charge of the design and the implementation of our **retail of tomorrow vision**;
- Manage our **customer service** team and improve their efficiency;
- Collaborate with other departments, as well as Toyota / Lexus dealerships to optimize customer services;
- report to the Marketing Director.
**Profile**
- Min. 10 years experience
- Min. 5 years experience within the Customer Experience domain
- Experience in People Management
- Experience in retail is an asset.
- Be customer obsessed
- Problem solver
- Exceptional interpersonal skills, teamplayer
- Analytical mind, able to keep helicopter view
- Easy communicator
- Fluent in English, Dutch and French
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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