Customer Experience Quality Manager (based in Brussels)

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Région
Bruxelles
Publication
mercredi 8 février 2017
Date limite
samedi 25 mars 2017
Type de contrat
Fixe
Temps de travail
Temps plein

Job Objective 

The Customer Experience Quality Manager contributes to the customer experience quality improvement process throughout the company via close monitoring and analysis of quality KPI’s and by activities that are required to meet quality standards in the delivery of products and services and contribute actively to customer satisfaction and intimacy.

Key Result Areas

1. Monitoring and analysis of quality KPI's

Monitor the quality KPI’s for product & service delivery in collaboration with all concerned departments.

Gather customer feedback through Net Promotor Score surveys (NPS). Develop further the use of NPS within the whole company and the automation of related reporting.

Analyse the quality KPI results in order to identify problems and risks, share information and findings with concerned departments and prepare recommendations for process reviews and action plans where necessary.

2. Service delivery and operational excellence

Participate in the process to bring together staff from the different departments to define and agree comprehensive quality standards, aiming for an excellent and unified customer experience in Belgium and abroad.

Steer and monitor the implementation of tools and techniques that can enable front-liners and other employees in all departments to achieve quality, incl. structural quality improvement processes to identify lessons learned & adapt processes where necessary.

Signal risks of service delivery deterioration.

3. Service recovery process

Participate in the service recovery process throughout the company at all stages of the travel experience: pre-flight, airport, inflight, post-flight.

Including further development of irregularity information towards our guests.

4. Change management

Use and further develop NPS to move further towards a customer centric organization.

Drive continuous improvement of our communication to our guests at all touch points during the entire customer journey.

 5. Product Delivery

Actively interact to support the introduction of new products and services and make sure the findings that came out of the quality monitoring are taken into account into new product developments and to make sure that products are supported by the right service (in the way that they are brought to the customer) in order to turn product features into customer satisfaction.

Your profile 

  • Masters degree (Economical or Marketing)
  • Minimum 3 years business experience
  • Strong Quality orientation & customer focus
  • Strong analytic skills for KPI monitoring and process evaluation
  • Ability to work at cross departmental level and stimulate constructive collaboration
  • Good written and oral communication skills
  • Teamplayer
  • Result orientation
  • Language skills: very good knowledge of English (oral and written); Good command of Dutch or French is an additional asset
  • Strong Excel skills

  We look forward to receiving your CV and motivation letter!