Customer Experience Strategist
3 weken geleden
About Rentman:
We are the operations management platform built to support event and media production teams. Our software helps businesses in over 70 countries realise festivals, concerts, corporate events, and more. For event service providers facing daily challenges in managing inventory, scheduling staff, or generating professional estimates in a fast-paced industry, we offer the ideal solution. Our public roadmap showcases features planned for development.
Since 2015, we have grown to a team of over 100 professionals from 30 different nationalities, creating a unique and diverse culture. We're driven by curiosity to explore, focused on meaningful results, and committed to true ownership.
We work in English as the common language and have a very flat hierarchy. We are currently growing and looking for an experienced professional to lead our customer journey efforts.
Mission Of This Role:
The mission of our Customer Journey Manager is to map, optimize, and enhance every touchpoint in the customer journey across all value and revenue streams. You'll lead efforts to identify and resolve customer pain points, working closely with both customers and internal teams to design seamless experiences from first interaction to long-term loyalty. This role is about more than just customer engagement; you'll drive cross-functional collaboration to prioritize impactful solutions, improve key metrics such as NPS and CSAT, and ensure the entire journey—from brand awareness through retention—delivers exceptional value.
Key Responsibilities:
- Draft the current customer journey for all value and revenue streams, covering both the customer-facing aspects and the internal employee processes and systems
- Conduct workshops with employees and customers to identify pain points and collaboratively design solutions
- Prioritize solutions and using a test-and-learn approach across departments to ensure the most impactful issues are addressed 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:
- An ambitious, young, inclusive (and awesome) international team
- A competitive salary (+8% holiday benefit)
- A "13th month" annual bonus based on company results
- 25 days of paid vacation
- Flexible WFH policy & work from anywhere for 4 weeks a year
- A shiny Windows, Linux or Mac of your choice
- An annual training budget to boost your skills
- A pension plan via BrightPensioen
- Sports activities (Rentman football team, squash and padel) and a Onefit fitness subscription
- An OV Business card if you live further than 10km away from the office
- A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities
- A paid 4-week sabbatical after 5 years to go on an adventure
- 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.
Apply now by using the apply button For questions or additional information, contact us at work@rentman.io.
At Rentman, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.
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