Head Customer Excellence

1 week geleden

Rotterdam, Zuid-Holland, Nederland Dornbracht Voltijd

We are Dornbracht: the leading provider of high-quality design faucets and accessories for bathrooms, spas, and kitchens, headquartered in Iserlohn, South Westphalia. Founded in 1950, we are currently active in over 125 markets with our product portfolio. As a premium brand, Dornbracht is internationally recognized for its design and architectural expertise, offering artisanal quality at the highest level. We reinforce this leadership position with our brand slogan, "Leading Designs for Architecture".

Company Culture

Dornbracht's company culture is characterized by a strong commitment to sustainability, innovation, design excellence, collaboration, and employee well-being. Their values and mission serve as guiding principles in everything they do, ensuring that they continue to deliver exceptional products and services to their customers while maintaining a positive and supportive work environment. Dornbracht has implemented various measures to support employees' development and well-being, eg through flexible working arrangements and the Dornbracht Academy. They foster a culture of open communication and actively encourage employees to share their ideas and insights.

Your Opportunity: Head Customer Excellence & Marketing BeNe

Dornbracht is looking for a highly motivated and self dependent Head Customer Excellence & Marketing to join their team for the BeNe region. In this diverse role, you will lead the Sales Office with a dedicated team of customer service and technical service colleagues. As member of the Management Team and trusted advisor for the National Sales & Marketing Director BeNe your focus will be on ensuring that all processes in the Sales Back Office run smoothly and efficiently with a great eye for an excellent customer experience and delivering hands-on support for the sales team in BeNe combined with driving local marketing campaigns and services in alignment with the global strategy.

Core Responsibilities

  • Create a positive and seamless customer experience, driving customer satisfaction, retention, and loyalty.
  • Train, coach and support team members to deliver an excellent customer support.
  • Planning for future development in line with strategic business objectives.
  • Leading change within Customer & Technical Services whilst ensuring minimum disruption to core activities.
  • Project management, supervising and coordinating the work of contractors.
  • Ensuring product regulatory requirements are met (WRAS).
  • Travel arrangements for customer and training visits.
  • Controlling and KPI reporting, presentation to Management Team.
  • Cross functional collaborating with internal stakeholder such as finance and HR.
  • Evaluation of customer satisfaction and escalation management.
  • Design and management of exclusive events contributing to the customer experience.
  • Adaptation and activation of local marketing campaigns developed in HQ.
  • Provide local marketing services towards sales.

Your Profile

  • Bachelor degree in business administration; minimum of 5 years of experience in Customer Support and Marketing Service functions.
  • Proficiency in leading customer support teams, with an emphasis on building and maintaining strong, professional relationships and acting as pro-active bridge builder between stakeholders.
  • Excel in overseeing operational processes with a focus on efficiency, analytics and multitasking.
  • Show proficiency in conflict management, effectively de-escalating situations to maintain an open and solution orientated work environment and contributing to a positive team spirit.
  • Demonstrated ability to lead projects from inception to completion, including the implementation of policies and processes to improve efficiency and effectiveness.
  • Solid experience leading and engaging a team including setting goals, conducting performance reviews, and fostering team development.
  • Effective communication skills, with the ability to implement and uphold company strategies, systems and processes across the team.
  • English and Dutch is required.

In this leadership role you will have the chance to drive continuous improvement in customer services contributing to the overall sales & marketing team performance in BeNe and ultimately impacting the organizational success and the customer experience.

If this sounds like your next exciting career destination we are happy to receive your application.

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