Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Deze vacature is verlopen. Je kunt daarom niet meer liken of solliciteren.

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Manager Global Customer Excellence

Geplaatst 24 mrt. 2024
Werkervaring
3 tot 5 jaar
Full-time / part-time
Full-time
Functie
Soort opleiding
Taalvereiste
Engels (Vloeiend)

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As our Manager of the Customer Excellence team, you are responsible for a team of professionals who are the eyes and ears of the vidaXL Customer Service department. Customer quality and improvement are the main focus points. Our Customer Service Excellence team are the brains of the Customer Service (CS) department and as such mostly responsible for the experience that customers have with vidaXL. As the manager you will guide, coach, and facilitate the needs of your team members so that they can be successful in every way. Your team is responsible for customer feedback: Analyzing, report and initiate improvement plans. Implement the plans in close cooperation with business owners and stakeholders. Together with your team it is your responsibility to make sure that you exceed in all these fields surrounding customer excellence.

You will:

  • Have a motivating leadership style to be able to motivate, develop and stimulate innovation to improve Service and Customer Excellence;
  • Drive alignment of customer excellence team objectives and recommendations related to customer experiences;
  • Positively influence customer service quality by overseeing the teams' efforts to assess customer experience and improve this experience where possible;
  • Ensure processes and procedures are in place to support the prioritization of customer experience. Use data driven improvement plans;
  • Ensure team members are effective in setting, articulating, and managing clear success criteria's (KPI's and PI's) tied to customer experience.

We Offer:

  • A good salary based on knowledge and experience;
  • The change to develop yourself in a fast-growing environment;
  • Travel allowance to make the commute to work a bit easier;
  • Pension plan;
  • 23 vacation days with the chance to buy 10 more if you need it;
  • 20% discount on all vidaXL products.

We ask:

  • Minimum of 3-5 years experience in leading a team is essential;
  • The knowledge to interpret customer feedback (NPS,CSAT, etc.);
  • Experience with Customer Service and Customer Experience is a must;
  • Great Analytical and networking skills;
  • Focus on quality and a vision that brings growth and innovation to the team.

vidaXL is growing faster than the speed of light in the field of e-commerce. We’ve been doubling our figures every year since our foundation in 2013. All of this in our own bold and down-to-earth way. With 31 webshops, 6 international offices, and 120 million unique visitors a year that pretty much feels like the right way.

Retail
Venlo
Actief in 4 landen
1.000 medewerkers
50% mannen - 50% vrouwen
Gemiddeld 30 jaar oud

Dit zeggen medewerkers

Andy Ramdin

Product Owner

Andy Ramdin

If you have the ambition and drive, a lot is possible within vidaXL. With a growing/evolving company, you have the ability to grow with it.
I could not foresee the personal growth I made within the last 6 years, and I hope the best is yet to come.

Nina (Szynalski) Neelen

Creative Brand Manager

Nina (Szynalski) Neelen

I’m working @ vidaXL for 5 years. I started as a Performance Marketer and now follow my passion as Creative Brand Manager.
I’m excited to continue my journey on this purple-confetti-rocket ride and the opportunities that come with it!