Manager Digital Customer Experience
2 maanden geleden
**Help jij ons met de digitale versnelling?**:
**Wij zoeken een**
**Manager Digital Customer Experience**:
- Amsterdam
- Fulltime
Ons klantenserviceteam staat elke dag paraat om talloze vragen te beantwoorden, en we gaan altijd voor top-notch service. We begrijpen dat klanten hunkeren naar snelle en to-the-point antwoorden. Raad eens wat naast onze talentvolle klantenserviceteam onze geheime wapen is? Juist, een chatbot En nu hebben we jouw hulp nodig om deze chatbot en onze andere self service strategie tot in de puntjes te perfectioneren.
**Dit ga je doen.**:
De functiebenaming zegt het al, als onze lead zal jij verantwoordelijk zijn voor de transformatie naar een digitale Selfservice. Maar wat de titel niet zegt, is dat jij leiding zal geven aan een recent opgericht team, bestaande uit zeven medewerkers. In dit team zullen verschillende disciplines samen komen: proces experts, een selfservice specialist, data analist, workflow
- en IVR experts en conversation designer. Wat al deze disciplines gemeen hebben is het doel om een zo sterk mogelijke selfservice omgeving te creëren voor de klanten van Mediahuis, met als eerste merk De Telegraaf.
Als lead is het aan jou de taak om onze roadmap voor 2025 zowel uit te breiden als uit te voeren. Hieronder valt het realiseren van een nieuwe servicesite, een nieuwe chatbot lanceren met livechat mogelijkheid en het verbeteren van de FAQ’s en IVR. Met als uiteindelijke doel het verhogen van de selfservice-rate. Hier sta je natuurlijk niet alleen voor, dit doe je in samenwerking met jouw team, maar ook met marketing, development en IT, wij hebben alle afdelingen onder één dak om dit een succes te maken.
**Dit neem je mee.**:
Wij denken dat mínimaal 5 jaar ervaring in een soortgelijke rol jou gaat helpen in het succesvol zijn in deze rol. De ideale kandidaat is digital minded en voelt zich thuis in het werken met diverse digitale kanalen en systemen. Jij hebt ervaring in het neerzetten van een digitale transformatie en weet dit enthousiast en motiverend over te brengen. Je bent een zogenoemde change-agent met oog voor details. Jij hebt ook stevige projectmanagement skills en hebt het vermogen om grote stappen te maken. Ook met kennis van UX en Customer journey management heb jij een klein streepje voor.
**Dit hebben we voor jou in huis.**:
Bij Mediahuis nemen we goede arbeidsvoorwaarden serieus, want ze vormen het fundament onder onze samenwerking. We blijven deze voortdurend optimaliseren en vernieuwen om jou de beste voordelen te bieden. Bij deze functie hoort een bruto maandsalaris dat ligt tussen €3.845 tot ongeveer €6.000 basis van een 36-urige werkweek, waarbij jouw startsalaris afhankelijk is van wat jij in huis hebt. Ben je benieuwd naar wat we je nog meer te bieden hebben? Klik hier voor al onze arbeidsvoorwaarden.
**Interesse?**:
**Jette de Vries**
**Recruitment Coördinator**:
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