Customer Experience Director
1 maand geleden
Do you have experience in energy storage, fuel, or a similar industry and are looking to take the next step in your Customer Excellence career? We are seeking an experienced candidate to serve as the Global Head of the Customer Excellence team. This team, located all over the world, is responsible for the account management and customer service of the growing network of energy traders.
This position is based out of Rotterdam and is primarily responsible for developing the skillset of the team, managing the high-level relationships, and ensuring world-class customer excellence throughout the organization.
If you are interested in learning more about this position, then please apply
BeschrijvingResponsibilities: Customer Experience Director - Energy Storage Industry- Develop and implement an account management strategy that will allow for the highest possible quality of service for the clients that will also ensure compliance with regional regulations and cultural nuances;
- Coach the international team of CS Managers in regards to adhering to the principles and strategies illustrated by the organization;
- With a focus on creating a client-centric culture, lead and inspire the global customer service team;
- Enhance the overall experience by improving satisfaction through the implementation of feedback analytics;
- Through the lens of customer excellence, liaise with the VP of Commercial in order to provide data driven decision-making that will result in an increase of revenue;
- Whenever a complaint (or other issue) occurs, serve as the lead in conflict resolution for the organization and adjust processes so the same issues do not re-occur;
- Meet and collaborate with key clients in order to meet their needs and expectations.
- 10 + years of experience in a leadership role within the customer excellence, account management, or similar field of a global organization;
- A strong understanding of the more technical aspects and specific challenges of the energy sector;
- Bachelor’s Degree in business, management, or a related field. A higher level degree would also be advantageous;
- Strong communication skills with the ability to engage with both internal and external stakeholders;
- Skilled in multicultural team management, problem-solving, and strategic decision-making.
- Fluent in English required, Dutch preferred
The gross annual salary for this position will be determined on your experience and skillset, and will range between €110.000 to €130.000 including holiday pay. Along with the salary, there is a bonus and other incentives that will be discussed in more detail throughout the interview process. If you think you are a good match for this position, then please apply.
How we'll proceed. Within four working days we will let you know if you qualify for the position. We will schedule an introductory interview, either digitally or in-person. During this interview we will inform you as fully as possible about the vacancy, the company and the following steps in the procedure. After consulting with you, we will introduce you to our client and then continue to guide you through the application process. The Independent Recruiters Group has a large team of specialized recruiters. Each recruiter has a strong focus on their own area of expertise. This makes them the ideal sparring partner for both the candidate and the client.
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