Customer Experience/E2E Process Manager

Région
Brussels
Salaire
Negotiable
Publication
mardi 13 juin 2017
Date limite
mercredi 12 juillet 2017
Réf
553844/001
Contact
Jill Dourée
Niveau d'expérience
5 à 10 ans d'expérience
Type de contrat
Fixe
Temps de travail
Temps plein

Customer experience/E2E Process Manager position with focus on optimisation of the customer journey, engagement of internal stakeholders and creation of the ideal customer experience towards business clients

Client Details

My client is an organisation active in the logistics distribution and supply chain industry, and therefore processes and their efficiency are highly important. They have an ancient history in the public sector with a nearly monopoly position on the market, which is now shifting towards a more commercial-competitive partner for a wide range of clients in the industry. Although they have a very big structure and are linked to regulatory organisms, they are highly focused on operational excellence. Their strengths are being a solid company, capable of renewing themselves and improving towards the future, plus a strong focus on innovation for processes as well as products.

Currently they are looking for a Customer Experience/E2E Process Manager based in Brussels to support them in their continuing product & process improvement.

Description

As a Customer Experience/E2E Process manager you identify the critical customer touchpoints by analyzing complaints and structural issues, and propose improvements in the light of the Corporate priorities. Moreover, you support product managers in drafting the ideal customer experience for new products & services.



  • With following responsibilities:
  • Facilitating interactions between my client and its customers in each step of the customer journey, from the customer's product information search to invoicing mail shipments and handling any complaints
  • Ensuring that the products that you are responsible for deliver what they promise, which means that the promised service is provided and the customer is satisfied

  • To this end, you identify, by all means available to you, opportunities to improve the customer experience and propose and defend an annual action plan.
  • You manage the improvement projects accepted under the annual action plan:
  • You ensure the cooperation and support of the various parties involved in the customer journey (process performers, function process owners, product managers, account managers, internet team…)
  • You identify together with them the improvement opportunities
  • You align them to guarantee the long-term viability of solutions
  • You document and present your recommendations to management in each key step of the project:
  • Problem statement & project charter
  • Customer journey documentation (customer journey and customer touch-points) and identification of pain points and their root causes
  • Motivated and documented recommendation on the changes to be made to the current process
  • Formulation of business requirements (incl. ICT) and implementation of the new solution
  • Training and internal/external communication


  • You fulfill daily duties related to managing the customer experience (support to process performers, account manager, product managers, monitoring KPIs…)

  • Expert support to product and project managers
  • You advise the product manager about the ideal customer experience based on the existing processes and/or help implement new touch-points;
  • You describe and document with the product manager the customer journey and customer touch-points;
  • You help define the business requirements and test scenarios and you take part in the tests;
  • You coordinate the documentation of the processes detailed by the functional process owners;
  • You ensure the distribution of the documentation and the information needed for the optimal application of the E2E processes.


  • Profile

    As a Customer Experience/E2E Process Manager, you should qualify for following requirements:

    • Education: Master's degree or equivalent in experience
    • Experience: +/- 8 years of relevant experience with an expert profile, preferably within a B2B Services environment
    • Languages: Dutch and/or French native, with full professional proficiency in Dutch/French and with basic command in English
    • Technical know-how:
      • Analysis and development of E2E processes
      • Project Management
      • MS Office (Excel, Word, PPT)
    • Soft skills:
      • Internal stakeholder management
      • Functional people management
      • Ability to comprehend and integrate the needs of the different partners concerned
      • Capacity to build and to defend a good argumentation with conviction
      • Ability to give and to receive feedback on different levels
    • Motivation:
      • To work for a larger company structure/organisation
      • To work in a dynamic, hands on and proactive way with plenty of energy to gather, challenge, analyse and assemble a high volume of information to build effectively good recommendations and to defend them as well
    • Personality:
      • High level of autonomy
      • Proactive and "can do" attitude
      • Accountability and responsibility
    • Others: analytic mind-set, clear and to the point communication, team player, stress-resistant

    Job Offer

    The role will provide a solid compensation that will match the success and the skills of the candidate. This compensation consists of a complete and competitive salary package.