Looking for a freelancer for a project at one of our clients!
Location: Antwerp Area, hybrid working (2 days homeworking)
Start date: ASAP, preferably before July.
Duration: Initial contract until the end of the year with a strong likelihood of extension.
Languages: Fluent in Dutch and English, with good knowledge of French.
Our client is a leading premium automotive organization undergoing an ambitious transformation of its retail network and customer experience. To support this journey, they are looking for a Customer Experience & Dealer Development Manager who will act as the bridge between the international headquarters, local business teams, and retail partners.
In this role, you will help translate strategic initiatives into practical actions for the Belgian market, ensuring successful adoption across the dealer network while continuously enhancing the customer experience. This position combines project management, stakeholder management, and operational execution, making it ideal for a hands-on professional who can also think strategically.
Responsibilities
* Act as the key point of contact between headquarters, internal teams, and retail partners.
* Translate international guidelines and initiatives into actionable plans adapted to the Belgian market.
* Support and guide dealers through customer experience and digital transformation initiatives.
* Optimize the phygital customer journey across the retail network.
* Lead and coordinate customer experience improvement projects, including premium customer engagement programs.
* Improve and monitor the test drive process and manage the Vehicle Booking System (VBS).
* Implement Retail Performance Management programs and drive continuous process improvements.
* Monitor customer experience performance through KPIs, mystery shopping programs, and accessibility metrics.
* Identify improvement opportunities, operational challenges, and training needs within the dealer network.
* Build strong relationships with stakeholders and ensure alignment across all parties involved.
* Contribute to ad hoc projects supporting the future retail model and customer experience strategy.
Experience & Competencies
* Proven experience in project management and stakeholder management.
* Strong communication and influencing skills, with the ability to engage confidently with both senior stakeholders and external partners.
* Comfortable operating in a role that combines strategic thinking with hands-on execution.
* Analytical mindset with strong problem-solving capabilities.
* Ability to manage multiple projects and priorities simultaneously.
* Experience in customer experience, retail operations, digital transformation, or dealer network management is an asset.
* Affinity with the automotive industry is a plus but not a requirement.
* Fluent in Dutch and English, with good knowledge of French.
Offer
* Opportunity to play a key role in the transformation of a premium automotive retail network.
* Challenging position with high visibility across local and international stakeholders.
* Dynamic environment combining customer experience, digital transformation, and business improvement initiatives.
* Hybrid working model with up to 2 days of remote work per week after onboarding.
Who are we?
EOLIS GROUP is a Digital and Marketing In-housing Company that helps its clients grow their own in-house digital & marketing capabilities. We support organizations with digital, creative, content, marketing, and tech expertise, as well as strategic guidance on in-housing models, organization, technology, finances, and talent.