Customer Experience Manager (m/f/d)

☞ Kuehne+Nagel

Visualizza: 200

Giorno di aggiornamento: 07-10-2024

Località: Hamburg Rhineland-Palatinate Schleswig-Holstein Lower Saxony Mecklenburg-Vorpommern Saxony Saarland Thuringia Other North Rhine-Westphalia Hesse Saxony-Anhalt

Categoria: Consulenza / Servizio Clienti IT - Software

Industria: Information Technology Services Logistics Supply Chain Human Resources

Posizione: Associate

Tipo di lavoro: Full-time

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Contenuto del lavoro

Join Kuehne + Nagel as Customer Experience Manager (m/f/d) in either Hamburg, Germany or Schindellegi, Switzerland!
Your Role

In this role you will work to make Kuehne + Nagel a customer centric organization. With a special focus on optimizing our customer onboarding, you are responsible for creating a unique customer journey across all business areas and on a global and enterprise-wide level. By developing and implementing this strategically and processual, you ensure the ongoing success of Kuehne+Nagel and the happiness of our customers.
Your Responsibilities
  • Ensure an excellent customer experience during the entire customer journey, starting with a focus on customer onboarding which fosters customer retention by providing simple and fast access to all relevant services and products
  • Work on concepts and processes, in relation to customer onboarding, to generate a streamlined and digitalized set up experience for our customers within the KN IT landscape
  • Identify and improve processes to reduce administration work, which will increase customer facing time within KNs sales force significantly
  • Implement a customer onboarding process across all Business/Functional Units and involved systems that is aligned and accepted by all parties, while continuously improving the customer experience, cooperating with and advising to related BU and FU representatives
  • Assisting in requirements gathering, analysis, testing of incoming user requests, including effectively documenting and articulating tactical and strategic requirements to management, business stakeholders, and developers for the purpose of developing solutions
  • You will be the advocate for our Customers while also considering the employee experience; you drive customer retention, reduce churn and increase customer satisfaction
  • Map the customer journey, create personas and identify opportunities to proactively intervene on the client’s behalf within the cross- functional work with other KN departments

Your Skills And Experiences
  • You have been working several years in customer experience management in the area of in customer onboarding in an in a heterogeneous environment
  • You have a good understanding of process automation and interface development
  • You have extensive knowledge in stakeholder management, setting up and running workshops with the results necessary to make projects a success
  • You enjoy working in a team and have a structured and methodical approach to work. Your strengths also include excellent communication skills, a professional appearance and a high degree of customer orientation
  • You act as an effective change manager towards the other teams. You work cross-functionally with different departments such as IT, corporate communications, sales, marketing and business units
  • You are assertive, don’t give up easily and keep at it
Good Reasons to Join

We want you to feel comfortable with us. That is why we offer you a modern office in Hamburg’s hip HafenCity, located directly on the Elbe River - flexible working hours, a subsidized job ticket for public transport and a company restaurant with a wide selection of meals ensure a motivating working environment. As far as your career plans are concerned: with us you will get a career made to measure - through individual planning and supervisors who will give you the support you need. We also support you personally with a wide range of work-life-balance offers and supplementary company pension and health insurance. We also offer great trust from top management and the conviction that agile working methods can improve the value of work in the company. req70718
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Scadenza: 21-11-2024

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