Senior Customer Experience Manager
Amsterdam, North Holland, Netherlands
2 dagen geleden

Elsevier is looking for a Senior Customer Experience Manager to join our Central CX Team, that supports all our divisions & customer segments globally.

The role will be based in Amsterdam.

The Senior Customer Experience Manager is responsible to guide Elsevier, and individual BUs, in the process of driving commercial value (measurable improvement of retention, upsell, acquisition) by placing customers at the center of the business, and delivering a consistent customer experience, that aligns with, supports and shapes Elsevier's business strategy.

The Customer Experience Manager supports the development of the longer term customer centric strategy for the whole of Elsevier, accelerates expertise and competencies to deliver better customer experiences, and drives cross-BU and cross functional capabilities.

He / She does this by supporting the Business Units with consultancy & planning and enables the organization by leading improvement programs and first time execution.

Your responsibilities

1) Operationalize Customer Centricity & drive NPS targets

  • Support development of high level Customer Centricity Strategy and Vision
  • Set NPS KPIs, analyze gaps, and monitor impact of action plans and provide independent interpretation and advise Senior management
  • Ensure structured development of cross functional CX plans
  • Develop and apply frameworks to review customer principles and customer impact of large scale (technical) projects
  • Find synergies & build frameworks where all BUs benefit
  • 2) Reengineer & design Customer experiences

  • Establish a systematic process to reengineer customer journeys and interactions across physical and digital touchpoints, and the path to evolve from find and fix CX, to proactive CX to innovating stand-out CX.
  • Lead the creation of journey maps and share best practices.
  • Create POC / First implementation on relevant innovations
  • Provide Program support and guidance and prepare Quarterly planning meeting.
  • 3) Build Customer Centric culture & Engage the organization

  • Extend, share and socialize the Customer Centric vision across Elsevier to provide the north star for customer experience.
  • Bring CX into behaviors, attitudes, communications and cultural norms from the top down.
  • Develop communication planning and "What it Means" - training for Sales, Marketing, Service, Product, Tech, HR. Drive Meet the Customer programs
  • What you should bring

  • 8+ years in Customer Experience Management roles
  • Experience in customer facing positions (in customer marketing, customer service, customer success, UX / CX).
  • A strong record of academic achievement : B.A. or B.S. minimum; MBA or M.S. preferred.
  • Knowledge of B2B markets
  • Skilled in design methodology, research design, analytics and data interpretation skills.
  • Strategic or business process (not IT) project management background.
  • Management consulting background helpful.
  • Strong organizational and process skills.
  • Ability to communicate insights simply and clearly to a wide range of stakeholders. Superior listening, critical thinking, and writing skills, as well as memorable presentation skills.
  • The ability to travel appr 25% of the time.
  • What we offer

    We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Elsevier's benefits are also very competitive.

    Elsevier is an equal opportunity employer : qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

    If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations relx.

    com or if you are based in the US you may also contact us on 1.855.833.5120.

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