Head of Customer Experience

The Head of Customer Experience will oversee the strategy, development and execution of company-wide initiatives that improve customer experience (including retail, digital, customer service & 121).

Therefore, the Head of Customer Experience will:

• Manage a team of 6 great people;
• Be responsible for Customer Experience:
  • Analyse & understand customer pain points, needs & behaviour;
  • Identify gaps between current way-of-doing vs. ideal customer experience and strive towards optimizations;
  • Define company-wide goals to improve customer experience;
  • Create and implement our customer experience strategy;
•  Within the customer experience track, be in charge of the design and the implementation of our retail of tomorrow vision;
• Manage our customer service team and improve their efficiency;
• Collaborate with other departments, as well as Toyota / Lexus dealerships to optimize customer services;
• report to the Marketing Director.

Profile

• Min. 10 years experience
• Min. 5 years experience within the Customer Experience domain
• Experience in People Management
• Experience in retail is an asset.
• Be customer obsessed
• Problem solver
• Exceptional interpersonal skills, teamplayer
• Analytical mind, able to keep helicopter view
• Easy communicator
• Fluent in English, Dutch and French

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.