Customer Engagement Manager, Erhverv
5 days ago
Er du dygtig til at designe og implementere vigtige tiltag, der holder vores kunder loyale? Har du erfaring med og en stærk motivation for, at koble indsigter og forretningsstrategi ind i arbejdet med, at skabe stærke og sammenhængende kundeoplevelser? Så har vi en spændende mulighed til dig.
I Norlys Erhverv bliver du ansvarlig for en smidig og engagerende kunderejse. Din indflydelse og indsats sikrer, at hver interaktion mellem vores kunder og os som leverandør, skaber værdi og forbedrer loyaliteten.
Arbejdsdagen som Customer Engagement Manager.
Velkommen til vores B2B Center of Excellence & Project Management afdeling, der består af flere specialister indenfor områder som performance, kvalitet, processer, systemer og projektledelse. Et team med høj diversitet og kompetence, der understøtter og muliggør Norlys Erhvervs organisationen i at skabe værdifulde og effektive arbejdsgange og kundeoplevelser. Teamet samarbejde på tværs af vores Norlys Erhverv afdelinger og afgørende stakeholders udenfor Erhverv, hvor klar målsætning, afdækning af afhængigheder og realistisk planlægning, danner rammen for det gode samarbejde og leverer ønsket output.
Det du skal lave
Som Customer Engagement Manager er du ansvarlig for at kortlægge, optimere og overvåge kundens rejse gennem interaktioner med vores forretning. Ligeledes er du ansvarlig for vores NPS, i tæt samarbejde med kolleger i Customer Insights, og heri initiere aktiviteter med forretningen, for at forbedre NPS og kundeoplevelsen. Du vil arbejde tæt sammen med marketing, salg, kundeservice og produktudvikling for at sikre en optimal kundeoplevelse.
- Udarbejde detaljerede flows af kunderejser, for hvordan kunderne interagerer med vores forretning på tværs af kanaler og kontaktpunkter.
- Varetage processen for udsendelse af NPS rapporter, ved indsamling af kundedata, opdatering af spørgeramme og intern kommunikation.
- Analysere og rapportere NPS-resultater og kundefeedback til organisationen.
- Måle og rapportere på nøgleindikatorer for kundetilfredshed og -loyalitet, ved at omsætte kvalitative og kvantitative data til indsigter og initiativer, for forbedret kunderejse og deri kundeoplevelse.
- Sikre et stærkt og realistisk CX roadmap i tæt samarbejde med forretningen, så vi prioriterer indsatser, der bidrager til at levere på strategien.
- Måle og rapportere på nøgleindikatorer for kundetilfredshed og -loyalitet, og justere strategier ifølge feedback.
Lidt om dig | hvad har du prøvet
Samarbejde, ejerskab, ansvarlighed, og passion er ord du kan genkende om dig selv. Du er vant til at træffe beslutninger baseret på data og har en analytisk tilgang til problemløsning. Du trives med at samarbejde på tværs af organisationen og er god til at kommunikere komplekse problemstillinger på en enkel måde. Du har en dybtgående forståelse af kundeserviceprincipper og evnen til at sætte kundens behov i centrum, hvilket sikrer en kundecentreret tilgang i alt, hvad du gør.
Uanset hvilken slags stilling du søger, vil vi give dig de værktøjer og den støtte, du har brug for, for at vokse både som professionel og som person, hos os. Vi kan tilbyde dig din næste store mulighed i en motiverende organisation, hvor alle kan være sig selv med lige adgang til muligheder. Vi respekterer og værdsætter mangfoldigheden hos mennesker.
I Norlys arbejder vi hybridt. Det betyder, at vores kontorer er udgangspunkt for vores arbejdsliv, men at hjemmearbejde er en del af arbejdsdagen.
Interesseret? Vi ser frem til at høre fra dig
Hvis du vil vide mere om jobbet, er du velkommen til at kontakte mig Julie Vang på julvan@norlys.dk. Vi ser diversitet som en styrke og opfordrer derfor alle kvalificerede uanset baggrund til at søge jobbet. Vi indkalder til samtaler løbende og tager jobannoncen ned, når vi har fundet den rette kandidat, så send os din ansøgning hurtigst muligt.
Vi ser frem til at høre fra dig
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