966 jobs voor customer experience manager gevonden

Your main duties will include:

Set the vision and turn the customer's 'user experience' requirements into objectives

• Define and develop the Squad Use strategy and customer "user experience" requirements based on the information shared by the customer and/or determined by the market.
• Ensure that the definition of the acceptance criteria is consistent with the "user experience" requirements to be developed
• Ensuring that this vision is always appropriate for all parties involved (the customer, the CST Lead, the other Product Owners involved, etc.).
  

Coach the members of the Squad

• Coach a multidisciplinary team (Squad) (in a functional way) (e.g.Solution Manager, Service Manager Onboarding, Data Product Expert, UX/UI Designer, etc.).
• Identify the skills needed to form a high-performing multidisciplinary team capable of delivering the "user experience" requirements required by the customer and/or defined by the market and share these with the CST Lead and COE Leads.
• Provide feedback to the Chapter lead on the performance of the members of his Squad for the purpose of their evaluation.
  

Understand customer and market needs.

• Collaborate and consult with customers (small to medium (complexity)) to identify their needs, expectations and any issues they may encounter in their user experience (e.g.app, website, plateform shipping manager light, etc.).
• Through research, surveys or other techniques compare and track improvements to evolve the user experience
• Reflect the needs of the customer in the Squad
• Identify required competencies
  

Define the Minimum Viable Product (MVP).

• Identify the Minimum Viable Product (MVP) and the functionalities corresponding to the MVP, taking into account customer needs and expectations as well as internal constraints related to available resources.
• Prioritize the order in which functionalities are processed based on commercial value and customer needs
  

Define and manage the backlog of functionalities.

• Define the backlog of functionalities to be developed.
• Prioritize the order in which functionalities are processed based on commercial value and customer needs
• Create user stories, plan iterations, monitor progress and modify, validate and test the functionalities
• Regularly through interaction and communication with the customers keep them informed of the progress of the functionalities being developed and take into account the various comments when prioritizing the backlog.
  

Assist the B2B customer.

• Support the customers during the integration process (onboarding), whether it is starting a new customer or implementing an additional product/service for an existing customer.
• Provide training on how to use the service, including creating training materials, organizing face-to-face or online training sessions, and providing ongoing support during the initial usage phase
  

Measure, maintain and manage the user experience

• Establish key performance indicators (KPIs) to assess the efficiency of the user experience (e.g., conversion rate, user retention, overall satisfaction)
• Collect feedback from customers
• Use performance indicators to identify areas for improvement and adj.

Your main duties will include:

Set the vision and turn the customer's 'user experience' requirements into objectives

• Define and develop the Squad Use strategy and customer "user experience" requirements based on the information shared by the customer and/or determined by the market.
• Ensure that the definition of the acceptance criteria is consistent with the "user experience" requirements to be developed
• Ensuring that this vision is always appropriate for all parties involved (the customer, the CST Lead, the other Product Owners involved, etc.).
  

Coach the members of the Squad

• Coach a multidisciplinary team (Squad) (in a functional way) (e.g.Solution Manager, Service Manager Onboarding, Data Product Expert, UX/UI Designer, etc.).
• Identify the skills needed to form a high-performing multidisciplinary team capable of delivering the "user experience" requirements required by the customer and/or defined by the market and share these with the CST Lead and COE Leads.
• Provide feedback to the Chapter lead on the performance of the members of his Squad for the purpose of their evaluation.
  

Understand customer and market needs.

• Collaborate and consult with customers (small to medium (complexity)) to identify their needs, expectations and any issues they may encounter in their user experience (e.g.app, website, plateform shipping manager light, etc.).
• Through research, surveys or other techniques compare and track improvements to evolve the user experience
• Reflect the needs of the customer in the Squad
• Identify required competencies
  

Define the Minimum Viable Product (MVP).

• Identify the Minimum Viable Product (MVP) and the functionalities corresponding to the MVP, taking into account customer needs and expectations as well as internal constraints related to available resources.
• Prioritize the order in which functionalities are processed based on commercial value and customer needs
  

Define and manage the backlog of functionalities.

• Define the backlog of functionalities to be developed.
• Prioritize the order in which functionalities are processed based on commercial value and customer needs
• Create user stories, plan iterations, monitor progress and modify, validate and test the functionalities
• Regularly through interaction and communication with the customers keep them informed of the progress of the functionalities being developed and take into account the various comments when prioritizing the backlog.
  

Assist the B2B customer.

• Support the customers during the integration process (onboarding), whether it is starting a new customer or implementing an additional product/service for an existing customer.
• Provide training on how to use the service, including creating training materials, organizing face-to-face or online training sessions, and providing ongoing support during the initial usage phase
  

Measure, maintain and manage the user experience

• Establish key performance indicators (KPIs) to assess the efficiency of the user experience (e.g., conversion rate, user retention, overall satisfaction)
• Collect feedback from customers
• Use performance indicators to identify areas for improvement and adj.

As a member of the Marketing Team, you are the voice of the customers.You proactively increase the customer satisfaction & loyalty in a challenging logistic environment by ensuring fluent customer interactions with bpost and sustainable transversal processes delivering the product promise.

You closely collaborate with multiple teams, providing support in making strategic decisions from a customer-centric approach, with the objective to implement sustainable solutions by prioritizing the customer experience (both online and offline) and optimizing the transversal end-to-end process.

Tasks and responsibilities

As a Senior Customer Journey Manager, you create your Customer Experience Roadmap, in line with bpost strategy and drive its implementation.Your key tasks will be:

• Customer Journey Mapping: Analyzing and understanding the customer journey across various touchpoints, including physical locations, online platforms, and interactions with customer service representatives.
• Identifying Pain Points: Identifying pain points and areas for improvement in the customer journey, both in digital and physical interactions, through feedback analysis, customer surveys, and data analytics.
• Process Optimization: Collaborating with cross-functional teams to streamline (operational) processes to enhance the customer experience, ensuring smooth transitions between digital and human touchpoints.
• Implementing Digital Solutions: Working with technology teams to implement digital solutions that improve customer interactions, such as self-service portals, mobile apps, and online tracking systems.
• Monitoring Performance: Monitoring key performance indicators (KPIs) related to the customer journey, such as customer satisfaction scores, NPS, … and taking corrective actions as needed.
• Cross-Channel Integration: Ensuring consistency and coherence across all customer touchpoints, integrating digital and physical channels seamlessly to provide a unified customer experience.
• Stakeholder Communication: Communicating with internal stakeholders, including senior management, marketing teams, and operations teams, to align strategies and initiatives with the overall customer experience objectives.
• Continuous Improvement: Continuously analyzing customer feedback, market trends, and industry best practices to identify opportunities for innovation and improvement in the customer journey.

As a member of the Marketing Team, you are the voice of the customers.You proactively increase the customer satisfaction & loyalty in a challenging logistic environment by ensuring fluent customer interactions with bpost and sustainable transversal processes delivering the product promise.

You closely collaborate with multiple teams, providing support in making strategic decisions from a customer-centric approach, with the objective to implement sustainable solutions by prioritizing the customer experience (both online and offline) and optimizing the transversal end-to-end process.

Tasks and responsibilities

As a Senior Customer Journey Manager, you create your Customer Experience Roadmap, in line with bpost strategy and drive its implementation.Your key tasks will be:

• Customer Journey Mapping: Analyzing and understanding the customer journey across various touchpoints, including physical locations, online platforms, and interactions with customer service representatives.
• Identifying Pain Points: Identifying pain points and areas for improvement in the customer journey, both in digital and physical interactions, through feedback analysis, customer surveys, and data analytics.
• Process Optimization: Collaborating with cross-functional teams to streamline (operational) processes to enhance the customer experience, ensuring smooth transitions between digital and human touchpoints.
• Implementing Digital Solutions: Working with technology teams to implement digital solutions that improve customer interactions, such as self-service portals, mobile apps, and online tracking systems.
• Monitoring Performance: Monitoring key performance indicators (KPIs) related to the customer journey, such as customer satisfaction scores, NPS, … and taking corrective actions as needed.
• Cross-Channel Integration: Ensuring consistency and coherence across all customer touchpoints, integrating digital and physical channels seamlessly to provide a unified customer experience.
• Stakeholder Communication: Communicating with internal stakeholders, including senior management, marketing teams, and operations teams, to align strategies and initiatives with the overall customer experience objectives.
• Continuous Improvement: Continuously analyzing customer feedback, market trends, and industry best practices to identify opportunities for innovation and improvement in the customer journey.

.Minimum 2 years of experience in customer onboarding, account management, or customer success..

As Project Deployment Engineer/Application Engineer, you'll be:.The primary technical resource for the sales force for dynamic line rating application and fault current application to power transmission and distribution systems In charge of Project Deployment from A to Z: defining the solution, communication with customers, planning, financial and other departments involved (sales, R&D, production, administrative team) Prepare power transmission customer specific proposals in response to RFI/RFP, and work through the sales cycles, interfacing with the customers during the technical evaluation process Maintain expert level of our client product knowledge, its application in power transmission & distribution systems Act as the technical project manager during the entire course of customers projects, and perform project duties including, line analysis, commissioning of sensors, deployment of their software, and integration of their solution into customer EMS/SCADA Liaise with the company's HQ senior technical teams, to ensure smooth project deployments and remain current on latest product releases and features Perform the product training for customers, sales people, and engineers Provide technical support and expertise to customers, testing applications, responding to customer feedback, installations, maintenance and often performing sales presentations and demonstrations Establish and maintain strong relationships with customers Travel to project sites to perform start up, integration, and training services Maintain an expert level of knowledge in communications technology, and industry protocols for integration of data into transmission EMS/SCADA Support the team of 2 engineers and possibly manage this team in the future  .

As Inside Sales Representative, you accurately manage customer's orders via the business ERP system and in a timely manner; keep logistics and sales teams continuously updated on the status of the orders.You're fully involved with warehouse management team to coordinate and secure supply of orders.

• Single point of contact between the supplier and our African subsidiaries / customers ;
• Responsible for the entire customer/subsidiaries order process from A-Z in the different ERP systems ;
• First point of contact for the subsidiaries in Africa in terms of trade compliance issues, order processing, pricing and claims ;
• First point of contact for the suppliers in terms of backorders, discrepancies, lead-times, pricing, etc ;
• Full ownership of your files by instructing the shipping department , warehouse and suppliers ;
• Weekly meetings with the African customer / subsidiaries , sales, shipping department, management and suppliers ;
• Conduct data management activities using the ERP.

The role is inclusive of, but not limited to :

• Providing help and support to customers and franchisees' requests
• Looking for opportunities to offer upselling services
• Support management in the selling of new franchises in Belgium
• Following-up on customers and franchisees' orders, supplies and invoices
• Assisting with other commercial and administrative activities for the office

You process customer complaints and collaborate with responsible departments..

He supports the Customs Officer in the daily operations whenever there is a need, proposing improvements to SAESB Customs process..Your role:.

.Are you an energetic, customer oriented Service Account Manager with experience in refrigeration technology?

• Providing leadership, direction and management for the branch
• Direct all operational aspects such as distribution operations, customer service, human resources, administration, marketing and sales
• Identify current and prospective sales and expansion opportunities
• Conducting regular sales and operations meetings
• Briefing employees on current sales goals, promotions, and other relevant information
• Develop forecasts, financial objectives and business indicators, manage budgets, allocating branch funds
• Research regional market conditions, to identifying opportunities
• Meet business goals and metrics, identify areas for improvement, propose corrective actions
• Share knowledge and insights with other branches from the Group and headquarters
• Coordinating with other branches to plan promotional activities and achieve goals
• Address customer and employee satisfaction issues promptly
• Resolving customer problems as needed
• Interacting with customers on a regular basis to ensure satisfaction and gain useful feedback
• Increasing brand awareness for the company within the community
• Complying with all applicable laws and regulations for the industry

OmschrijvingWat wordt er van jou verwacht als Customer Experience Ambassador ?Je bent verantwoordelijk voor het zorgvuldig en efficiënt beheren van administratieve sales processen.Je biedt ondersteuning aan klanten en collega's van verschillende sales afdelingen.Je zorgt voor de orderverwerking in SAP.Je informeert klanten over o.a.bestelstatussen en beantwoordt vragen over levertermijnen.Je verwerkt factuurcorrecties en retouraanvragen.Je streeft proactief naar klanttevredenheid en retentie.Je werkt met collega's in België en Nederland en rapporteert aan de Customer Care Manager.

Hiervoor sla je de handen in elkaar met de Head of Customer Experience, de Customer Service Manager en het sales en marketingteam..

.Manage the project team resources; ..Create and execute a handover plan towards operations (including operator trainings) .Ensure first time right customer qualifications; .

A customer service job involves assisting customers with their inquiries, concerns, and complaints to ensure a positive experience.

Bedrijfsomschrijving

Our client is a leading European parking management company, operating in multiple countries with a focus on providing convenient, safe, and innovative parking solutions for both individuals and businesses.

Omschrijving

• Responding to customer inquiries and issues promptly.
• Assisting with orders, bookings, and problem resolution.
• Ensuring customer satisfaction through effective communication and support.
• Providing feedback to management on customer issues and suggestions for improvement.
• Continuously updating knowledge of products, services, and policies to better assist customers.
• Processing refunds, exchanges, or adjustments to orders as needed.

.Knowledgeable on ITSM / ITIL operational phase: Incident management, problem management, change management, capacity management, availability management, service fulfilment, service catalogue, release management.

.Sourcing and third party contractors (warehouse, transport, other logistic services).

Sustain engagement with customers post implementation, exploring opportunities for further Saa.S utilization, identifying upselling possibilities, managing contract renewals, assessing customer satisfaction, and collaborating with the customer to uncover potential selling opportunities within their network..

Delivering customer support, promptly addressing inquiries and feedback, collaborating with sales and technical teams, managing office supplies, and contributing to team business development in Diegem.

Client Details

Our partner, a leading player in the IT sector, particularly in the dynamic field of 'internet of things', is looking to enhance its Sales Team with a new sales support Specialist.If you're passionate about working in IT, here's why you'll thrive in this role.

In this role, you'll embrace expanding responsibilities and cutting-edge technology, propelling your career forward in a thriving environment where company growth offers stability and attractive benefits.

Description

Responsibilities:

• Offer customer support via phone and tickets, ensuring high levels of satisfaction and loyalty.
• Address and resolve customer inquiries, complaints, and feedback in a timely and professional manner.
• Maintain a comprehensive understanding of the products, services, and procedures to provide accurate solutions.
• Collaborate with sales and technical teams to improve the customer experience and resolve complex issues.
• Manage office supplies inventory, ensuring adequate stock levels and organization.
• Participate in shaping and executing office policies and procedures.

As key person between external suppliers and our sales team, you are the end-to-end responsible for the product range : o You manage the contacts with external suppliers o Analyse, propose and manage the product portfolio o Develop and implement product pricing and positioning strategies o Decide on and manage the replenishment and stock levels of our Belgian warehouse o Act as technical expert and support of our sales team As internal expert for this product range, act as a product evangelist to build technical expertise in our sales team Drive product launches including working with our suppliers, our sales teams, and customers Accompany our sales team at customers and fairs to solicit feedback on company products and services, explore new products and monitor competitors for this product line Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth Create buy-in for the product vision both internally and with key external partners Evaluate promotional plans to ensure that they are consistent with product line strategy Support customer service for direct business and trade

Join them in their mission to improve patient care and contribute to the success of a growing organization.OmschrijvingThe main tasks and responsibilities for a Customer Service Specialist focusing on the DACH market:Manage and process customer orders for medical products with a focus on the DACH market (Germany, Austria, Switzerland).Provide exceptional customer service to clients, ensuring their inquiries and concerns are addressed promptly and accurately.Collaborate with cross functional teams, including Sales, Logistics, and Quality Assurance, to ensure seamless order fulfilment.Resolve order related issues and discrepancies, maintaining a proactive approach to customer satisfaction.Maintain accurate and up to date records of customer interactions and transactions.Communicate proactively with customers to provide order status updates and address any potential delays.Assist in developing and implementing process improvements to enhance overall efficiency in order management.

Provide information regarding delivery (shipping, returns,…) .After sales via ticketing service:..Offer basic technical support (login, user journey problems,.);. .Support of customer journey online:.

The Supply Chain Manager will:

* Define and implement a sustainable supply chain strategy for a (nearly) new market in Europe to make sure all logistics activities are managed, third party warehousing and associated services, transportation.

* Engage and manage a team of 1-2 logistic professionals in the start-up phase, more to follow.

* Maintain metrics and analyze data to assess performance and implement improvements.

* Handle the sourcing of third-party contractors (warehouse, transport, other logistic services) including operational contracts.

* Introduce operational standards and procedures.

* Monitor and control budgets and expenditures.

* Advice inside and outside the organization on import and export restrictions, local customs regulations, laws and procedures, tariff systems, insurance requirements, quotas, or other customs related matters.

The Supply Chain Manager will:

* Define and implement a sustainable supply chain strategy for a (nearly) new market in Europe to make sure all logistics activities are managed, third party warehousing and associated services, transportation.

* Engage and manage a team of 1-2 logistic professionals in the start-up phase, more to follow.

* Maintain metrics and analyze data to assess performance and implement improvements.

* Handle the sourcing of third-party contractors (warehouse, transport, other logistic services) including operational contracts.

* Introduce operational standards and procedures.

* Monitor and control budgets and expenditures.

* Advice inside and outside the organization on import and export restrictions, local customs regulations, laws and procedures, tariff systems, insurance requirements, quotas, or other customs related matters.

Knowledgeable on ITSM / ITIL operational phase: Incident management, problem management, change management, capacity management, availability management, service fulfilment, service catalogue, release management..

Deliver administrative support to the Sales Manager – Retail products.Backup of the Customer Services Officer.

Managing multiple test teams;...Demonstrable experience in leading or supervising extensive cross functional teams;. Status reporting to the overarching test manager, program management and steering committee;..