Customer Experience Manager

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Date: May 20, 2022

Location: Zwevegem, BE

Company: Bekaert NV

Bekaert (www.bekaert.com) is a world market and technology leader in steel wire transformation and coating technologies. We pursue to be the preferred supplier for our steel wire products and solutions by continuously delivering superior value to our customers worldwide. Bekaert (Euronext Brussels: BEKB) is a global company with more than 27 000 employees worldwide, headquarters in Belgium and € 4.4 billion in combined revenue in 2020.

 

Your role

 

  • You work together with commercial leaders of different divisions (business units) to develop and execute a customer experience strategy aligned to the Bekaert overall strategy, increasing customer satisfaction and customer loyalty, enabling the divisions to achieve their ambitions. You are part of the global Bekaert Customer Excellence (BCE) team.
  • You support the business in setting up the appropriate framework to gather customer experience insights and to enable them to improve experiences and to identify and prioritize actions to realize their strategy. You do this in close collaboration with the Global Digital Product Managers and Business Domain Experts.
  • You translate business CX measurement needs of each division into an overall customer experience quality framework of experience key indicators and define the required product strategy that enables the business to track performance, operational impact, commercial results, and that facilitates data driven and evidence-based decision making.
  • You support the business with the analysis and design of omni-channel customer experiences, facilitate design workshops and provide the required tools and methodologies that enable understanding, ideation, experimentation, and communication.
  • You support the business with the implementation of digital enabled customer feedback loops that empower customer service teams to optimize existing processes/flows.  
  • You guide the businesses in setting up the required governance that enables them to implement their customer experience strategy and to drive change, employee engagement and involvement across all departments and at all levels.
  • You are passionate by customer experience and the use of digital technologies as an enabler for Customer Experience Management. You continuously keep yourself up to date with the evolution in the CX domain and leverage best practices within the Bekaert Group through your internal and external network

 

 

What you bring

 

  • You have Master Degree with at least 3 of B2B and/or B2C experience in Customer Experience Management.
  • You have good influencing and change management skills – you ask critical questions when needed – you proactively seek alignment with stakeholders to be able to drive adoption and change forward.
  • You have strong interpersonal skills to be able to drive a transformation.
  • You have an open and creative mind to develop innovative and impactful experiences.
  • You have strong analytical skills and a good understanding of commercial processes, being able to work closely with cross-functional teams, to translate (new) designs into effective solutions.
  • You feel comfortable with taking decisions and communicating to a multitude of stakeholders.
  • You have a proven track record in Customer Experience design and implementation and a relentless focus on value creation.
  • You think along critically, and you are a real team player.
  • You are acquainted with developing playbooks and setting up frameworks.
  • You have at least 3 years of experience with agile project management practices.



What we offer

 

  • You grow, we grow….better together. Bekaert offers continuous development opportunities as well in the job as in the global organization.

  • It’s a great opportunity to get to know the real business needs, and use digital to enable the real business impact. You will be able to jump to a business role or strategy role after working in the digital transformation. 
  • A competitive salary with Benefits 
  • Hybride working  system with flexible hours.

 

 

The digital transformation that Bekaert is going through has created a number of digital opportunities, such as this position!

For a full list of our digital opportunities, click here!


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