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Senior Customer Journey Manager

BPOST in BRUSSEL
time Online sinds 7 juni 2024 - Vaste jobs

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.

Senior Customer Journey Manager

BPOST in BRUSSEL
time Online sinds 7 juni 2024 - Vaste jobs

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.

E-commerce Coördinator

NEUHAUS in VLEZENBEEK
time Online sinds 13 mei 2024 - Vaste jobs
You report to the E commerce manager and are part of the Neuhaus digital team.Own the day to day operations of our e commerce platform (Salesforce Commerce cloud), including product catalogue management, content updates, and merchandising.Identify and establish partnerships with e tailers and online marketplaces to broaden our distribution network and reach new customers.Continuously optimize the online shopping experience on our website to maximize conversion rates and customer satisfaction.Actively participate in testing and implementing future functional projects and improvements on the web shopParticipate in the development of the website with the aim to deliver great usability, 'on brand' shopping experience and in line with the digital strategy.Liaise with customer service to address customer inquiries regarding products, orders, or returns efficiently.Support the team to ensure customer satisfaction through prompt and accurate responses.Ensure accurate web presence for our boutiques by updating opening hours, address details, and other relevant information across online platforms.Implement SEO best practices to optimize website content, meta tags, and product descriptions for improved search engine rankings and organic visibility.Conduct keyword research and analysis to identify opportunities for content optimization and expansion.Support Neuhaus digital marketing strategy, leveraging various platforms and tools to drive brand awareness, customer acquisition, and sales growth.