Head of Customer Experience
Date: 2 Oct 2023
Location: Zaventem, Belgium
Company: inchcape
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.