Customer Relationship Management Specialist

Samskip is a truly international company that innovates the most advanced sustainable and multimodal international transport solutions. With a turnover of more than 800 million euros, 1450 employees, and offices in 24 countries (in Europe, North America, Asia, and Australia), we are one of the largest transport companies in Europe. Within this structure, Samskip has shaped a comprehensive European network for short-sea, road, rail, and inland waterway transport. This network provides pioneering sustainable, reliable, and cost-effective options for the growing number of customers who demand more environmentally conscious logistics solutions.

About the Role

Customer Relationship Management entails more than just covering the basics of Sales and Marketing. It is about establishing a way of working that ensures data hygiene and creates a 360° view of our customers. CRM data is already the basis for key business decisions and the driving force behind Samskip’s business development. This highlights the importance of proactive maintenance, support, and future development of our CRM suite. This role will ensure that we maintain a holistic view of our customers, understand our customer base, its development, and the business pipeline. High-quality customer data will be essential to achieving this goal. In addition, this role will own the 'Voice of the Customer' program, ensuring that we gather feedback at all major touchpoints along the customer journey.

Responsibilities

• Development (including new requirements and entirely new scope) of the system, along with the prioritization of tasks
• Ensuring high adoption within the organization to achieve full transparency
• Administration of the system, including role setup, jointly with the IT team

• Developing a program to capture the voice of the customer at all key moments during the customer journey
• Improving the current quarterly satisfaction survey, including Net Promoter Score (NPS) tracking, and overseeing the full pre-, during, and post-survey process
• Implementing a more operational approach to customer satisfaction tracking

• Ensuring high-level accuracy of customer grouping
• Ensuring high-level accuracy of customer segmentation

Qualifications

• Effective communicator with strong stakeholder engagement skills
• Highly analytical with strong planning, prioritization, and organizational skills
• Strong commercial mindset
• Ability to drive change
• Negotiation skills
• Team player
• Innovative and self-motivated
• Bachelor's degree
• Proficiency in Microsoft Office
• Experience with Microsoft Dynamics
• Fluent in English

What We Offer

• 28 holidays per year.
• A 13th-month salary bonus.
• Travel and internet allowance.
• A dynamic and international work environment with opportunities for personal and professional growth.