Customer Experience Manager (V/M/X)
Core
Leading and developing a Customer Care team of 30-50 employees for Large, Key, and Public Accounts to enhance 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) + People Management
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 improve customer satisfaction, manage transversal projects with impact on the department, analyze and optimize processes to improve customer experience and efficiency, bridge Customer Experience and Sales with Operations, prepare the organization for technological changes, monitor KPIs and adjust as needed, translate data into concrete actions.
Seniority
Senior, hands-on IC with team leadership