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Senior Customer Journey Manager

BPOST in BRUSSEL
time Online sinds 30 april 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 30 april 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.

Communication Specialist! Armonea HQ

ARMONEA in MECHELEN
time Online sinds 27 februari 2024 - Vaste jobs
Ben jij er klaar voor?Lees dan snel verder…Jouw essentiële rol en de dingen die je mag aanpakken:Content Strategie en Planning:Opstellen en uitvoeren van een bruisende contentstrategie die perfect aansluit bij de missie en doelstellingen van Armonea.Opvolgen van een content jaarkalender om publicaties en updates vakkundig te plannen.Contentcreatie en beheer:Ontwikkelen van relevante content in lijn met het content jaarplan: denk aan video's, pakkende teksten, sociale media copy, foto's en andere communicatiematerialen.Bijhouden en updaten van de website en andere digitale platforms.Coördineren en redigeren van bijdragen van andere enthousiaste collega's.Samenwerking:Werken met verschillende afdelingen om te zorgen voor een frisse consistentie in berichtgeving en branding.Coördineren van externe leveranciers en creatieve freelancers zoals grafisch ontwerpers, etc.Nauwe samenwerking met, en rapporteren aan, de Communicatie Manager van Armonea.Analyse en Rapportage:Monitoren van website en social media statistieken om het bereik en de impact van de content te meten.Implementeren van aanbevelingen op basis van data analyse om de contentstrategie continu te verbeteren. Kwaliteitsbewaking:Zorgen voor naleving van richtlijnen en best practices op het gebied van content bij de collega's.Blijf up to date met trends en ontwikkelingen op het gebied van contentcreatie en zorgcommunicatie.

Communication Specialist! Armonea HQ

ARMONEA in MECHELEN
time Online sinds 27 februari 2024 - Vaste jobs
Ben jij er klaar voor?Lees dan snel verder…Jouw essentiële rol en de dingen die je mag aanpakken:Content Strategie en Planning:Opstellen en uitvoeren van een bruisende contentstrategie die perfect aansluit bij de missie en doelstellingen van Armonea.Opvolgen van een content jaarkalender om publicaties en updates vakkundig te plannen.Contentcreatie en beheer:Ontwikkelen van relevante content in lijn met het content jaarplan: denk aan video's, pakkende teksten, sociale media copy, foto's en andere communicatiematerialen.Bijhouden en updaten van de website en andere digitale platforms.Coördineren en redigeren van bijdragen van andere enthousiaste collega's.Samenwerking:Werken met verschillende afdelingen om te zorgen voor een frisse consistentie in berichtgeving en branding.Coördineren van externe leveranciers en creatieve freelancers zoals grafisch ontwerpers, etc.Nauwe samenwerking met, en rapporteren aan, de Communicatie Manager van Armonea.Analyse en Rapportage:Monitoren van website en social media statistieken om het bereik en de impact van de content te meten.Implementeren van aanbevelingen op basis van data analyse om de contentstrategie continu te verbeteren. Kwaliteitsbewaking:Zorgen voor naleving van richtlijnen en best practices op het gebied van content bij de collega's.Blijf up to date met trends en ontwikkelingen op het gebied van contentcreatie en zorgcommunicatie.