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Customer Experience Transformation Lead

4 weken geleden

Utrecht, Utrecht, Nederland Rentman Voltijd
Unlock Seamless Customer Journeys

Rentman, a leading operations management platform for event and media production teams, seeks a seasoned Customer Journey Manager to elevate the customer experience across all value and revenue streams. With a focus on optimizing every touchpoint, this role requires strategic thinking, collaboration, and a passion for delivering exceptional results.

About Us:

Rentman empowers over 70 countries with our software, supporting festival organizers, concert promoters, and corporate event planners in managing inventory, scheduling staff, and generating estimates. Our team of 100+ professionals from 30 nationalities fosters a unique culture driven by curiosity, meaningful results, and ownership.

We work in English as our common language, with a flat hierarchy and a dynamic work environment that encourages growth. If you're passionate about transforming customer experiences and collaborating with a goal-oriented team, this might be your perfect match.

Key Responsibilities:

  • Draft a comprehensive customer journey map for all value and revenue streams, covering both customer-facing aspects and internal employee processes.
  • Conduct workshops with employees and customers to identify pain points and design solutions together.
  • Prioritize solutions using a test-and-learn approach, ensuring 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.
  • A proven track record of improving key customer experience metrics like 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 international team.
  • A competitive salary (£45,000 - £55,000 per year, based on location and experience).
  • 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 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.