Customer Experience Manager (V/M/X)
Core
Leading and developing a Customer Care team of 30-50 employees to manage Large, Key, and Public Accounts, focusing on customer satisfaction and operational efficiency.
Role type
Senior Customer Experience Manager (People & Operations)
Builds
Customer Care operations and team performance for Large, Key, and Public Accounts
Domain
Utilities (Water, Waste, Energy) / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People management, project management, team coaching, process optimization, cross-functional collaboration, data-driven decision making, strategic planning, stakeholder management, change management, KPI tracking
Preferred skills
Knowledge of contract structures, IT tools, waste legislation, bilingualism (Dutch-French), English proficiency
Technologies
HR instruments, IT tools
Responsibilities
Lead and develop a team of 30-50 employees, coordinate activities and drive innovations to enhance customer satisfaction, communicate vision and strategy, lead cross-functional projects, analyze and optimize processes, bridge Customer Experience and Sales with Operations, prepare organization for technological changes, monitor KPIs and implement improvements
Seniority
Senior, hands-on IC with team leadership