Customer Experience Manager

13 uur geleden


Amsterdam, Noord-Holland, Nederland Rituals Voltijd

Rituals is a company that believes in exceptional customer service.

The estimated salary for this role is $85,000 - $110,000 per year, depending on experience and location.

About the Role

We are seeking a Customer Experience Manager to lead the strategic direction of our Customer Relations platforms to support business objectives and enhance the customer service experience.

As a key member of our team, you will manage and prioritize the product backlog, ensuring that the most valuable features are delivered first. You will work closely with cross-functional teams, including IT, customer service, and other product owners of digital channels, to deliver projects that align with business objectives and enhance customer service operations and quality.

Your primary focus will be on Salesforce Service Cloud, where you will oversee the successful implementation of platform updates, from sprint planning to final release, ensuring timely and high-quality delivery.

You will write detailed user stories and acceptance criteria to guide development teams in building features that meet business needs. Additionally, you will track platform performance, identifying areas for improvement and opportunities to drive efficiency and customer satisfaction.

Requirements
  • 5+ years of experience in product management, with a specific focus on customer service platforms, preferably in large-scale organizations
  • Experience with customer relations tools, including managing platform enhancements, integrations, and user adoption (experience with Salesforce is a plus)
  • Well-versed in Agile methodologies, backlog management, sprint planning, and iterative development
  • Strong stakeholder management skills and ability to translate business needs into actionable product features that drive alignment across teams
  • Excellent analytical and problem-solving skills, with a passion for data-driven decision making
  • Fluent in English with excellent writing skills

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