Customer Experience Strategist
4 weken geleden
Rentman is a cutting-edge resource management and planning platform for the event and production industry. Our software empowers businesses in over 70 countries to deliver exceptional events and productions. For event service providers facing daily challenges, Rentman is the ultimate solution. Explore our public roadmap to discover upcoming features.
Our company has grown significantly over the last decade, employing 90 professionals from 30 different nationalities. Our average colleague age is 30, and our internal communication is in English. Rentman fosters an open and inclusive culture with a flat hierarchy. We are driven by curiosity, goal-oriented, and take ownership. We love to challenge ideas for the better and support each other's success.
Mission of this role:
The Customer Journey Manager will be responsible for mapping, optimizing, and enhancing every touchpoint in the customer journey across all value and revenue streams. This involves leading efforts to identify and resolve customer pain points, collaborating with customers and internal teams to design seamless experiences from first interaction to long-term loyalty. This role goes beyond customer engagement; it drives cross-functional collaboration to prioritize impactful solutions, improve key metrics such as NPS and CSAT, and ensure the entire journey delivers exceptional value. If you're passionate about transforming customer experiences, taking ownership of complex challenges, and collaborating with a curious and goal-oriented team, this role might be your perfect match.
Key Responsibilities:
- Draft the current customer journey for all value and revenue streams, covering both customer-facing aspects and internal employee processes and systems
- Conduct workshops with employees and customers to identify pain points and design solutions
- Prioritize solutions and implement a test-and-learn approach across departments to address the most impactful issues first
Requirements:
- At least 8 years of experience in customer experience management
- Proficiency in written and spoken English
- Expertise in customer journey mapping and service design within a SaaS environment
- Proven track record of improving key customer experience metrics such as NPS, CES, and CSAT
- Experience in mapping and implementing future customer journeys and applying service design methodologies
Bonus Points:
- 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:
- Join a dynamic, young, inclusive, and international team
- Competitive salary and 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
- Your choice of a Windows, Linux, or Mac device
- Annual training budget to boost your skills
- Save for your future with a pension plan via Bright Pensioen
- Stay fit with sports activities and a Onefit fitness subscription
- An OV Business card if you live further than 10km away from the office
- Have fun in a flexible and engaging work environment with free lunches, office perks, and team activities
- After 5 years, go on an adventure with a paid 4-week sabbatical
- Work in an amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17
Our Process:
Excited? Because we are
The more we get to know you and why you applied for this job, the better your chances.
The first interview is an introductory chat with our recruitment team to see if there is a potential match. If we both agree this is the case, you will meet our Head of CX. After that, you can show us your skills in an assessment. A second interview will follow, which will include a discussion of your assessment and a culture discussion so you can get a great feel for the culture and values of Rentman.
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