Customer Experience Manager – Shoft Term Assignment

Experience matters more than ever. In Heineken Netherlands Out of Home (OOH) we continue to strive to optimize the customer experience. As the CX Manager it’s your objective to understand our customers, improve the experience and empower the organization. You are leading the CX department and report to the Director OOH.
In this role you are responsible for developing, implementing, and managing the strategy for customer engagement. You work closely with various departments to improve the customer journey and overall customer experience. You work together with the OOH Management Team to make the necessary impact. You regularly present insights on customer satisfaction and progress on improvement initiatives. It is important that you are a strong communicator and able to motivate and inspire people to work together towards a better customer experience. NPS and the other indicators in the metrics framework reflect the success in our journey.
Your department comprises the leaders of several teams, including Customer Service, Consumer Service, Sales Support and Customer Journey Management. As the manager of this team, you are responsible for training and coaching your direct reports to help them become more customer-focused. You keep yourself updated with the latest trends and developments in the market and industry and implement this knowledge to optimize our business outcomes.
Furthermore, you are committed to optimize processes and tasks performed by Customer Service, Consumer Service and Sales support. By making the standard tasks more efficient we strive to pick up more value-adding tasks to reach our strategic goals.
Your responsibilities:

• Developing, implementing, and managing the strategy for customer and consumer engagement.
• Working closely with various departments to improve the customer journey and overall customer experience.
• Establishing a customer-centric culture across the organization and with our partners.
• Developing automated customer care processes that seamlessly align with customer needs and enable efficient execution of these processes.
• Staying up-to-date on trends and developments in the market and industry, and applying this knowledge to optimize business outcomes.
• Reporting to senior management and regularly presenting reports on customer satisfaction and progress on improvement initiatives.

Important skills and competencies:

• Leadership skills to lead, motivate and inspire teams
• Strong communication skills, both verbal and written
• Desire to learn and apply digital knowledge and experience.
• Good relationship management and collaboration skills
• Creativity to come up with new ideas and solutions
• Agile mindset, able and willing to constantly adapt to changing realities.

In order to be successful in this position we expect you to have:

• A master’s degree in Marketing, Business Administration or a related field.
• Available for a Short Term Assignment until the 1st of April.
• Minimum of 5 years of working experience in FMCG.
• Minimum of 3 years of customer experience management.
• Proven experience in leading teams across multiple contexts, including but not limited to project management, operational leadership, strategic planning, and cross-functional initiatives.
• Fluency in both Dutch and English languages.

About HEINEKEN
Every day we work with pride on our great products that you've certainly had in your hand at a party, during a work meeting or at home with friends. HEINEKEN is much more than just beer. Did you know that brands like Heineken 0.0, Desperados, Amstel Radler and Birra Moretti are also part of HEINEKEN? We actively work to create a pleasant work environment where everyone feels respected and has equal opportunities. Your personality, knowledge and competencies are the success of our organization.
Embracing and celebrating diversity is core to HEINEKEN’s purpose of “brewing the joy of true togetherness to inspire a better world”. We believe that people as diverse as our brews – including and not limited to gender, ethnicity, age, sexual orientation, religious belief, nationality, social background, disability and thinking style – enrich our lives and strengthen our business. We welcome and consider applications from all qualified candidates as we champion a culture of belonging that provides fair and equal opportunities for all.