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Manager, Customer Insights

Requisition Number:  10477
Contract Type:  Permanent
Location(s): 

The Hague, NL

OUR GLOBAL CUSTOMER EXPERIENCE TEAM AT SES

At SES we are passionate about customer experience, focused on customer success and we know that demonstrating that we are really serious about this enables a key differentiator. For customers and anyone doing business with us. Our dedicated Customer Experience team ensures customer centricity is and remains manifested in our business culture and DNA. Sitting within the SES business unit the CX team’s mission is to foster customer loyalty and collaborate with all the functions in SES to make doing business with SES feel unique. The CX team listens to our customers, gives them an aggregated voice inside SES and derive actionable recommendations that ensure customer experience is the driving force behind our roadmap, engagement model and new services we deliver. The CX team correlates customer feedback to tangible business outcomes and use it to help leverage opportunities / mitigate risk, and they enable customer centric change by supporting internal teams apply CX techniques and help design the ideal experience.

 

Do you have the following?

  • Relevant Bachelor / Masters degree.
  • Skilled at customer research, experience design (concepts), journey mapping, root cause analysis and other process control education.
  • Inspiring storyteller and experienced with bringing an organization to the world class level of customer satisfaction .
  • Minimum 7 years’ experience in a commercial environment, preferably in a customer experience or analytical role.

 

Want to become an ‘SESer’? Then click ‘read full job description’ to find out more.

 

Extended Job Description:

 

 

HOW OUR INHOUSE RECRUITERS TAKE OUR CUSTOMERS STORIES ANYWHERE

As a customer insights manager you’ll be part of a global customer experience team providing a qualitative approach to continuously improving the experiences that customers have with SES Networks, and ultimately increasing satisfaction, loyalty, retention, and share of wallet. In a relatively chaotic environment we’re looking for:

  • An enthusiastic leader who knows how to interpret customer feedback, translate it to actionable outcomes and inspire customer centric change on all levels.
  • Someone who is a very good listener and a strong communicator.
  • We need you to be your authentic self especially if this means you are driven by quality, your desire to get things done and demonstrate your passion for people with empathy.
  • We also need you to be diplomatic and possess intrinsic motivation because you will also have to delicately balance delivering sometimes challenging feedback to the working teams in a way that is empathic yet actionable, non-political and useful to the organization.
  • You are a true team player who knows how to build trust and how to operate on both tactical and operational level.

 

To leave your imprint we don’t just need you to be a knowledgeable professional but also strongly rely on your interpersonal skills as well as your cultural sensitivity and integrity, as they are key to this role and your success in the organisation. With this said we like you to take responsibility over all customer experience programs that enable active listening to our customers throughout all the stages of their journey with us. This includes managing the customer experience toolset (Advisory Board, Perception Study, Survey program and a customer intelligence center); analyzing and contrasting customer insights against business strategies and help teams close the gaps/pursue the opportunities; cultivate a customer first culture that promotes the reputation of exceptional customer centricity that results in revenue growth, increased retention and renewal rates and an enhanced employee experience. It also includes building and maintaining a strong alliance with key stakeholders in Marketing (Brand) and Human Capital (Employee Engagement and Recruitment) to ensure the brand experience, employee experience and customer experience (strategies) are always aligned.

This is quite the task, but with strong stakeholder and customer experience management skills, we’re sure you’ll be fine. More than fine, together with us you’ll thrive!

 

WHO ARE WE LOOKING FOR

We’re looking for a self-starter and brave pioneer with a drive for excellence. Someone that takes a pro-active approach and holds him/herself accountable without shying away from responsibility. Given the nature of the role we feel it’s important for you to understand your own added value and make yourself heard. All this is making us actively search for the following must haves:

  • Strategic thinker and consistent executor with a proven track record of assessing, and enabling business performance improvements using customer insights.
  • Relevant Bachelor / Masters degree.
  • Customer Experience Certification – or demonstrated work experience.
  • Knowledge of strategy, operational and financial planning – and change management.
  • Practical problem resolution, judgement and decision-making skills.
  • Ability to translate complex challenges into pragmatic solutions.
  • Relationship building – ability to liaise and influence across all levels and facilitate efforts to improve the customer experience.
  • Excellent interpersonal management, listening, presentation and communication skills (English – additional    languages are advantageous).
  • Fluent in English.
  • Proven experience working in a high-tech environment.
  • Proven experience working in an international environment.

 

WHATS IN IT FOR YOU

  • Flexible working policy.
  • Bonus and equity plans.
  • A competitive annual leave policy.
  • A range of wellness activities and confidential assistance, depending on location.

 

SES is an Equal Opportunity and Affirmative Action Employer.

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