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Customer Experience Project Manager

Posted on Oct 29, 2019 by IT Human Resources

Brussel, Belgium
Immediate Start
Annual Salary

Customer Experience Project Manager

A great permanent opportunity (CDI) just came up in Brussels to work for an innovative and fast-growing Telecoms Business.

The company is currently recruiting for 2 French speaking Project Managers who will join the 'Retention' team within the 'Customer Experience' department whose main mission is to make the customers satisfied with the products and services they use, by understanding their needs better, ensuring that their customer journeys are fluid adapted and simple and validating that the products and services put on the market are in line with their expectations.

As a Customer Experience Project Manager, you analyze the operation of any type of process that has a direct impact on the experience of the customers and propose and implement improvements, actions and solutions to ensure the satisfaction and retention of customers.

This is a very analytic role for someone who knows Excel inside out!

Your main responsibilities:
- Identify the immediate actions and structural and transversal improvements to be implemented to ensure the satisfaction and avoid the attrition of B2C and B2B customers:
- Identify the points of attention to be taken via analyzes and surveys
- Develop recommendations on the most appropriate actions to put in place
- Present and defend your business cases and action plans vis-à-vis the management
- Manage end-to-end the implementation of these actions and improvements in the form of project to ensure the proper implementation:
- Plan, implement and coordinate these actions
- To reach the targets by implementing communication campaigns through different media (email, direct marketing, social networks, ..) and channels (E-commerce, Telesales, points of sale ..)
- Go down on the field to take the pulse and feed the lines of evolutions
- Track the results and financial performance of the shares, challenge them and improve them if necessary

Your profile:
- Holder of a degree in higher education or university, you have a convincing experience in a similar scope and in the management of projects.
- An experience in consulting and the Telco sector is a plus
- You have a driving license
- Rigorous and analytical mind, ability to model, synthesize and present results
- Excellent command of Excel
- Very good human contact to adapt to any type of interlocutors at all levels of the organization (from agent call center to Vice President)
- Open, flexible and good oral and written communication skills
- Sense of organization and priorities
- Ability to propose innovative ideas and to challenge the status quo: the sense of initiative and a certain degree of autonomy are essential
- Ability to handle complex issues with internal or external teams
- Fluent in both French & English

There are concrete opportunities to grow within the company and an excellent package is provided!

Are you a strong analytic Project Manager confortable in working in a French speaking environment?
If so, apply today for an immediate response!

ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.

Reference: 784739172

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