Beschrijving van het bedrijf bpostgroup strives to
create an inclusive environment with challenging projects and
inspiring collaborations. With our employees at the heart of our
organization, we don't believe in jobs, we believe in careers.
We're now looking for a [Insert concise job title] who will make us
move. Under the leadership of our Group CEO, Chris Peeters, and the
Executive Committee, bpostgroup has launched an ambitious strategy
and company-wide transformation program. Customer focus is a
cornerstone of this strategy, and to support it, we've established
the Customer Relations & Experience division, where you, as
Customer Experience Manager, will play a pivotal role. Beschrijving
van de functie As Customer Experience Manager, you are the voice of
the customer across the organization. Your goal is to optimize the
entire customer journey¿covering both senders and recipients¿and
strengthen relationships with diverse customer groups, including
international companies, SMEs, public administrations, and
individual consumers. In this role, you will: - Build a deep
understanding of our customers, identifying key pain points and the
underlying causes of complaints. - Develop and analyze relevant
metrics (including NPS) to measure customer needs and satisfaction.
- Identify issues and inefficiencies, implementing appropriate
solutions or escalating them to management. - Foster a
customer-centric culture and embed it across end-to-end operational
processes. - Lead the ¿Responsive Customer Care¿ transformation
program, aiming to address customer issues proactively, even before
they are noticed. - Contribute to the development of digital
platforms, such as the bpost app, business customer portal, and
website. - Participate in product design to ensure our offerings
truly meet customer needs. Jouw profiel We do not only deliver
letters and parcels, but also opportunities. This job is open to
all with diverse backgrounds and talents, possessing the following
skills: - In your role of Customer Experience Manager, you show up
a strategic experience in customers relations & experience. You
combine analytical skills with a pragmatic, polyvalent and agile
approach. In addition, we would like to highlight the following
qualifications: - Master degree in civil or commercial engineering
- 2 to 5 years of experience in customers relations, product
development or project implementation - Strong problem-solving and
data-driven decision-making approach; - Collaborative mindset and
relationship builder: ability to work across departments and levels
in the organization, build trusted relationships and credibility
with operational business teams as well as top management -
Entrepreneurial mindset / can do attitude: you do not think in
terms of problems, but in terms of creative, flexible and
sustainable solutions. Able to work under pressure. - Excellent
communicator, who can connect with both operational business teams
and top management - both written and orally - Fluent in
Dutch/French and English Diploma - Master Taalvaardigheden - Frans
(vereist) - Begrijpen : Onafhankelijk + (B2) - Schrijven :
Onafhankelijk + (B2) - Lezen : Onafhankelijk + (B2) - Spreken :
Onafhankelijk + (B2) - Nederlands (vereist) - Begrijpen :
Onafhankelijk + (B2) - Schrijven : Onafhankelijk + (B2) - Lezen :
Onafhankelijk + (B2) - Spreken : Onafhankelijk + (B2) - Engels
(vereist) - Begrijpen : Onafhankelijk + (B2) - Schrijven :
Onafhankelijk + (B2) - Lezen : Onafhankelijk + (B2) - Spreken :
Onafhankelijk + (B2) Voordelen van de betrekking Like a
long-awaited parcel, we want to make you feel welcome and valued.
Our offer includes: · Competitive monthly salary · Meal vouchers ·
Hospitalization-, group- and disability insurances · A phone
subscription and company car · 20 days of statutory leave and 7
additional extralegal days off · An end-of-year and
performance-based bonus and double holiday pay · Many benefits from
more than 100 bpost-partners Why bpostgroup? bpostgroup is
Belgium's leading postal operator and a growing parcel &
omni-commerce logistics partner globally. With a focus on social
and environmental sustainability, we aim to be a trusted guide in a
changing world. As our newest team member you will: · Become part
of the bpostgroup family with a unique atmosphere and culture. ·
Enjoy a dynamic work environment with a hybrid model allowing for
flexibility. · Have access to continuous learning and development
opportunities. · Have a direct impact on decision-making in an
international success story. · Thrive in a leadership culture
centered on visioning, sense making, innovation, and relating,
empowering you to lead effectively in our forward-thinking
organization. #bpostgroup #LI-DNI Find out more about bpostgroup No
match? Explore other exciting job opportunities with us. More info?
Feel free to reach out to Sara Van Reepingen Extra informatie
Interesse? Solliciteer dan vandaag nog via de volgende weblink:
https://career.bpost.be/nl/vacature/brussel/manager-customer-experience/req10397
Aandacht! Het is niet nodig Actiris te contacteren voor deze
werkaanbieding.