Experience Transformation Manager

6 dagen geleden


Utrecht, Utrecht, Nederland Rentman Voltijd
About Rentman
Rentman is a cutting-edge software platform for the event and production industry, empowering businesses to manage resources, plan, and deliver events with precision.
We've grown from a small startup to a thriving company employing 90 professionals from over 30 nationalities, with our HQ in Utrecht, Netherlands, and an office in Toronto, Canada.
Our culture values collaboration, goal-oriented approaches, and a flat hierarchy. We're passionate about creating exceptional customer experiences, driving innovation, and making a lasting impact.

Mission of this Role
The Customer Journey Manager will lead the transformation of every touchpoint in the customer journey across all value and revenue streams. You'll identify and resolve pain points, working closely with customers and internal teams to design seamless experiences that drive long-term loyalty.
This role goes beyond customer engagement; you'll prioritize impactful solutions, improve key metrics such as NPS and CSAT, and ensure the entire journey delivers exceptional value.

Key Responsibilities
- Develop a comprehensive understanding of the current customer journey for all value and revenue streams, encompassing both customer-facing aspects and internal employee processes and systems
- Conduct workshops with employees and customers to identify pain points and co-design solutions
- Prioritize solutions using a test-and-learn approach across departments to address the most impactful issues first

Requirements and Qualifications
- Minimum 8 years of experience in customer experience management, with a proven track record of driving positive change
- Proficiency in written and spoken English, with excellent communication skills
- Expertise in customer journey mapping and service design within a SaaS environment
- Proven ability to improve key customer experience metrics such as NPS, CES, and CSAT
- Experience in mapping and implementing future customer journeys, applying service design methodologies

Bonus Points
- Previous experience in the event/media production industry
- Familiarity with agile working methodologies
- Proficiency with UX design tools like Figma or similar platforms

What We Offer
- Competitive salary €65,000 per annum, plus 8% holiday benefit
- Receive a '13th month' annual bonus based on company results
- Enjoy 25 days of paid vacation, flexible WFH policy, and work-from-anywhere for 4 weeks a year
- Choose your preferred device: Windows, Linux, or Mac
- Annual training budget to boost your skills
- Save for your future with a pension plan via Bright Pensioen
- Stay fit with sports activities and Onefit fitness subscription
- An OV Business card if you live further than 10km away from the office
- Flexible and engaging work environment with free lunches, office perks, and team activities
- After 5 years, enjoy a paid 4-week sabbatical
- Work in an amazing office in the heart of Utrecht, Netherlands, at Drift 17

Our Process
We're excited to get to know you and understand why you're interested in this role. Our process involves an introductory chat with our recruitment team, followed by a meeting with our Head of CX. If we progress, you'll have the opportunity to showcase your skills in an assessment and participate in a second interview, including a culture discussion.

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