Experience matters more than ever. In Heineken Netherlands Out of Home we continue to strive to optimize the customer experience. With the Customer Journey put centrally, we measure, monitor and improve the different customer interactions.
As the senior Customer Experience Expert it’s your objective to understand our customers, improve the experience and empower the organization. You are part of the Customer Experience team in Out of Home and report to the Manager Customer Experience. There are two other (Junior) Customer Experience Experts with a joint focus to identify root causes of friction, or delight. With your analytical skills you turn customer and employee feedback into practical improvement initiatives in the customer journey. It’s at your heart solving these pain points and providing delighters to wow our customers and improve customer satisfaction and loyalty. In your role you inspire and facilitate the organization and influence stakeholders. You shape and structure a multiyear roadmap. You will be leading Customer Centricity projects as a product owner. Using your natural enthusiasm and persuasion skills you and the team involve the organization and establish a customer centric culture. Furthermore, you will build the perception customers have of Heineken Horeca, striving to become the Coolblue of the B2B sector: (perceived) ease and service at the heart of our DNA. NPS and the other indicators in the metrics framework reflect the success in our journey.
Your responsibilities:

• Improve the customer experience with a year on year increasing NPS score and response rate.
• Focus on improving the ease our customers experience in doing business with us.
• Always reflect the latest touchpoints in a mapped Customer Journey.
• Lead the Voice of the Customer programme, being the Customer Centricity champion, inspiring and guiding a cross functional Vo C ambassador team.
• Setting a customer centric culture in the organization and closing the loop towards our customers who provide their feedback.
• Inspiring three-weekly OOH reviews, focused on customer centricity.
• Influencing stakeholders and set priorities based on customer value and ease.
• Analyze pain points, measure and report customer success indicators. Provide concrete, targeted feedback to other departments to drive improvements.
• Lead, facilitate and implement improvement initiatives, based on aligned priorities.

Important skills and competencies:

• You combine a creative mind with strong analytical skills.
• Creative manners to reach out to customers and change their perception of Heineken Horeca.
• Desire to learn and apply digital knowledge and experience.
• Project management experience.
• Desire to develop in a leader.
• Strategic thinking & a curious mindset, focused on continuous improvement.
• Strong in communication and presentation skills.
• Results- and detail-oriented, highly organized.
• Agile mindset, able and willing to constantly adapt to changing realities.

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

• Minimum 5 years of working experience in FMCG.
• Minimum of 3 years of customer management experience.
• Advanced English and Dutch language proficiency.

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 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.
Excited tot start working as a Senior Costumer Experience Expert?
Please note: the application deadline for this vacancy is September 3rd. If your profile matches the job description, we would love to receive your resume and a brief motivation letter. You can upload these via the ‘apply’ button.