(Senior) Customer Care Manager Telecom

Your Tasks

At MediaMarkt, we believe in innovation, growth, and freedom. As a dynamic company, we want to offer our customers the best shopping experience by placing data at the center of our operations. If you are looking for a fast-changing environment where you can make immediate and big impact using business intelligence, reporting, statistical analysis and machine learning, then this job is for you! In our team, we believe in clear ownership & responsibility. The Data Analyst Customer Care & Experience role includes:

Data Collection & Management:

• Gather (raw) data from various customer touchpoints (e.g., call centers, chatbots, email, social media).
• Implement data pipelines to automate data collection.
• Ensure data quality and integrity through cleaning and validation processes.

Customer Journey Mapping: Analyze and visualize customer interactions across various channels.

• Use analytics tools to map out customer journeys.
• Identify pain points and gain points within the customer experience.
• Collaborate with different stakeholders (e.g. eCommerce) to refine touchpoints based on insights.

Performance Analytics: Monitor and evaluate the performance of customer-related operations.

• Develop Key Performance Indicators (KPIs) to measure customer experience & service incl NPS, call center efficiency, response times on tickets, and resolution rates using dashboards & reporting (PowerBI).
• Conduct root cause analysis to identify factors impacting customer experience performance.
• Provide & present actionable insights to teams and management

Continuous Improvement: Drive ongoing improvement in customer care through data insights.

• Recommend process improvements based on data analysis.
• Keep up-to-date with the latest data analytics trends and technologies to enhance customer care.

Your Profile

You are a builder. You love to set-up new ways of working, data pipeline & data projects and to embed those in the daily operations of the team. You get energy from seeing your colleagues use data products & you are an eager learner. You understand that the customer is at the heart of all our operations and you enjoy working closely with other departments to support our customers. For the practical requirements, we also expect:

• +2 years of experience in a Data Analytics role, preferably with a strong link to operations.
• Bachelor’s degree in the area of economics, IT, or technology-related field.
• Experienced in PowerBI, SQL and Excel.
• Experience in Python and/or R is a plus.
• Fluent in English. Dutch & French is a plus.

About Us

We are the number ONE in Benelux and Europe. We influence how people experience and use technology. We make the difference. We are there for our customers, through all channels. We explain, inspire and enthuse. We are always on the move.

Together with our great employees, we create the shopping experience of the future!

In terms of revenue, sales area and headcount, the MediaMarktSaturn Retail Group is Europe’s leading consumer electronics retailer and provider of related services. Our integrated online and fixed-location offerings reach millions of customers every day. Consumers live an increasingly digital lifestyle – and consumer electronics has evolved from a luxury into a ‘necessity’. The digital world may be fascinating, but it’s also increasingly complex. At the MediaMarktSaturn Retail Group, we see ourselves as a partner, daily companion and navigator of our customers, and combine digital products and services to create practical solutions. Our portfolio of brands and offerings enables us to respond flexibly to the needs of different customer groups and different countries. The company includes the brands MediaMarkt and Saturn, which comprehensively network their more than 1,000 fixed-location stores with online sales platforms. Another important part of our portfolio is our own brands PEAQ, KOENIC, ISY and ok.

A subsidiary of CECONOMY AG, in 2021/22 MediaMarktSaturn and its approximately 50,000 employees generated total sales of about €22.2 billion.

Additional Benefits

• A fantastic workplace in 'De Rotterdam' with an amazing view of the Rotterdam skyline
• The option to work hybrid (60/40)
• A phone which you can use for personal use
• 20% discount on your MediaMarkt purchases
• 30 holidays
• Pension plan