The team in which you will work consists of 10 people, located in various cities in Belgium and in the Netherlands.
This team is in charge of Commercial Excellence, Customer Experience & Continuous improvement. Regarding Customer Experience, the team is responsible for the transversal Experience throughout all customer touchpoints of "Industrial Merchant", be it through contacts with people in various teams such as Customer Services, Sales, Dispatch or Maintenance engineers; as well as contacts through digitized touchpoints such as our e-invoice, our Customer & Partner portal and its mobile application.
Our mission is to improve customer satisfaction & customer experience of all interactions, creating awareness in the company for the customer perspective, targeting & executing improvement projects making room for more personalized and higher value added interactions leading to customer intimacy.
Comment allez-vous CONTRIBUER et vous DEVELOPPER?
The mission of the CX officer is to lead & participate in several internal & transversal projects, in the spirit of improving the customer experience of our customers. This will be done with the following objectives:
Why Join Us?
You will be able to learn more about Customer Experience and all aspects related to it within a company. You will be driven by customer feedback, collaborating with multiple stakeholders in order to find ways to improve the customer journey. You will be challenged to participate and lead projects with multidisciplinary teams, located in different countries.
__________________
Êtes-vous compatible ?
Education:
Soft and Hard Skills:
Languages:
Additional languages are Nice to have French, Dutch
Please send your CV and motivation letter in English!
Nos différences font notre performance
Chez Air Liquide, nous nous engageons à créer un environnement de travail collaboratif et inclusif qui reflète la diversité de nos collaborateurs, de nos clients, des patients et de nos parties prenantes ainsi que des cultures à travers le monde.
Nous accueillons et considérons les candidatures de tous les candidats qualifiés, quel que soit leur parcours. Nous sommes convaincus qu'une organisation diversifiée permet à nos collaborateurs de révéler leur talent, à la fois individuellement et collectivement, et qu'elle contribue à renforcer notre capacité d'innovation en faisant vivre nos fondamentaux, en agissant pour le succès/la réussite du Groupe et en créant un environnement engageant, dans un monde en mutation.
This team is in charge of Commercial Excellence, Customer Experience & Continuous improvement. Regarding Customer Experience, the team is responsible for the transversal Experience throughout all customer touchpoints of "Industrial Merchant", be it through contacts with people in various teams such as Customer Services, Sales, Dispatch or Maintenance engineers; as well as contacts through digitized touchpoints such as our e-invoice, our Customer & Partner portal and its mobile application.
Our mission is to improve customer satisfaction & customer experience of all interactions, creating awareness in the company for the customer perspective, targeting & executing improvement projects making room for more personalized and higher value added interactions leading to customer intimacy.
Comment allez-vous CONTRIBUER et vous DEVELOPPER?
The mission of the CX officer is to lead & participate in several internal & transversal projects, in the spirit of improving the customer experience of our customers. This will be done with the following objectives:
- Design an internal KPI & Dashboard that will help us to measure CX from within the organisation in order to predict NPS & Churn.
- Follow-up on existing KPI's and Dashboard and provide a reporting to management. In case the KPI is not meeting the target, additional investigation & process review is expected to come up with improvements.
- Providing support on all projects related to survey sendings & close-the-loop during the year.
- Participate in and lead internal & transversal projects, in order to deliver them on time/on budget/with the expected quality & outcome
- Formalizes the necessary project documentation (Scope, planning, budget,...)
- Coordinates the work of the project team members
- Organizes regular project steering committees to validate Gate passages and communicates project progress to the various stakeholders
- Follow-up of management of change
Why Join Us?
You will be able to learn more about Customer Experience and all aspects related to it within a company. You will be driven by customer feedback, collaborating with multiple stakeholders in order to find ways to improve the customer journey. You will be challenged to participate and lead projects with multidisciplinary teams, located in different countries.
__________________
Êtes-vous compatible ?
Education:
- Business school background
Soft and Hard Skills:
- Team Spirit
- Autonomous
- Entrepreneurial spirit
- Result oriented
- Analytical
- Structured and organized
- Curious
- Good communication skills
- Strong in project management
- Influencing skills
- Very comfortable with data and IT systems (excel, google sheets, powerBI..)
Languages:
- English fluency is Must have
Additional languages are Nice to have French, Dutch
Please send your CV and motivation letter in English!
Nos différences font notre performance
Chez Air Liquide, nous nous engageons à créer un environnement de travail collaboratif et inclusif qui reflète la diversité de nos collaborateurs, de nos clients, des patients et de nos parties prenantes ainsi que des cultures à travers le monde.
Nous accueillons et considérons les candidatures de tous les candidats qualifiés, quel que soit leur parcours. Nous sommes convaincus qu'une organisation diversifiée permet à nos collaborateurs de révéler leur talent, à la fois individuellement et collectivement, et qu'elle contribue à renforcer notre capacité d'innovation en faisant vivre nos fondamentaux, en agissant pour le succès/la réussite du Groupe et en créant un environnement engageant, dans un monde en mutation.
