Job title: Business Lead – Customer Experience (CX)
Location: Rotterdam
Department: Client Services / Customer Experience
Reports to: Managing Director
For one of our client's business units, we are looking for an experienced Business Lead – Customer Experience (CX). In this strategic and leadership role, you will be responsible for driving the strategic direction and operational success of the CX team. You will work with a dedicated team of 6 to 7 professionals and play a key role in developing customer insights and optimizing customer experience.
The business unit focuses on a mix of recurring research, including customer satisfaction surveys (KTOs), NPS trackers and qualitative customer journey projects. We are looking for a commercially minded leader with an affinity for and experience in an agency environment, who can contribute to the success of the department both strategically and operationally.
Main Responsibilities
- Strategic Leadership: Developing and implementing CX strategies, including customer journey mapping, customer satisfaction and NPS surveys, to increase customer value.
- Team Management: Leading, coaching and inspiring a team of 6-7 professionals to deliver top performance.
- Commercial Insight: Identifying new business opportunities within the CX market, expanding existing customer relationships and generating growth.
- Customer Relations: Build long-term relationships and act as a strategic advisor to customers on CX-related projects.
- Project Management: Overseeing the design, implementation and execution of CX research, with a focus on quality, timeliness and customer satisfaction.
- Innovation and thought leadership: Staying up to date with CX trends, market research techniques and technologies, and translating these into innovative solutions for customers.
Required qualifications and experience
- Bachelor's or Master's degree in a relevant field such as Business Administration, Marketing, or Psychology.
- Minimum 5-7 years of experience in customer experience or market research, preferably within an agency environment.
- Demonstrable experience in leading teams and managing complex projects.
- Experience with recurring research such as KTOs, NPS trackers and qualitative customer journey projects.
- Strong commercial skills with a good understanding of operational processes.
- Excellent communication and presentation skills, both written and oral.
Desired properties
- An inspiring leader with a passion for customer experience and talent development.
- Proactive and solution-oriented with a keen eye for business opportunities.
- Analytically strong and able to convert complex data into clear, useful insights.
What we offer
- A strategic leadership role within a dynamic and innovative organization.
- Collaboration with leading brands and organizations in various sectors.
- Flexible working arrangements, including remote working options.
- Extensive professional development opportunities, such as training and conferences.
Apply immediately!
Does this role sound like your next step? Apply directly via the link or contact us via info@statterrecruitment.com or call us on 020-7162747 for more information.
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