Our EU Customer Services team is seeking a Customer Experience (CX) Manager (m / f / d) with fluent English and Dutch to support various customer service projects.
The role will be focused on establishing CX management mechanisms and frameworks, and to manage CX by focusing on two main areas of work i) Emerging Customer Impacting Issues Management and ii) Project Management.
Working with multiple operational teams including Retail, Marketing, Transportation, Legal and CS Support teams, the Customer Experience Manager will understand and report on the shopping experience processes impacting CX, and work on continuous improvement projects with the relevant teams to drive solutions which improve the customer experience.
The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organization.
To analyze and drive process improvements, this role requires frequent interactions with stakeholders within and outside of CS organization, mainly Retail teams.
This role will be based out of our CS Site in Berlin, or based virtually in Germany.Role Scope : · Establish all the policies and CX management processes pertaining to all CS projects, in partnership with Retail and CS Stakeholders (CS Ops, CSI, Legal, etc.
Benchmark and advocate for processes that would improve the shopping experience· Establish a Voice of the Customer (VOC) framework, contact reduction / defect elimination mechanisms and CX improvement culture with Retail team· Daily interaction with Retail and CS Stakeholders (CS Ops, CSI, Legal, etc.
to ensure a prompt response to emerging customer impacting issues· Act as Subject Matter Expert (SME) on how Retail’s performance impacts CX.