Customer Experience Manager

• A salary of €4,500 to €5,700 gross per month, depending on experience, plus participation in our SAR program, through which you share in the value development of DeWarmte.

We are DeWarmte. We make it easy to say goodbye to gas for heating and hot water. We do this with smart, design-led heating solutions and with a customer journey that makes things easy for our customers from start to finish.

We are growing fast. More and more customer groups are choosing DeWarmte, and that means our customer journey is also becoming increasingly larger and more complex. From the first contact with Sales to planning, installation, onboarding, service, and maintenance: at every moment, we want to make it as easy as possible for our customers to switch off the gas. That means good advice, clear communication, support, and attention at every step.

As Customer Experience Manager, you are responsible for the quality and consistency of the total customer experience. From digital to personal interactions: you safeguard the quality of all processes that directly touch our customer journey. Therefore, we are looking for someone who looks across the entire organization, discovers where things can be improved, and ensures that improvements are actually realized.

Within DeWarmte, you are the functional owner of Customer Experience. Together with the organization, you determine what our CX standard is, systematically map out where we do not meet it, and ensure that the most important improvements are actually realized. To do this, you work across Marketing, Sales, Operations, Installation, Support & Service, and Software.

You do not have to execute every project yourself. An improvement might lie with you, with a 'Head of', or with someone else in the organization. What does remain with you, however, is the accountability for realizing the improvement: you ensure a clear owner, objective, deadlines, and a quality standard. Additionally, you monitor progress and results. You report directly to the CEO. From that position, you work organization-wide and receive the mandate to drive CX improvements across teams. You will, in principle, lead cross-functional improvement projects that span multiple teams yourself.

This requires seniority. You must be able to challenge a Head when the customer experience is not good enough, but just as easily answer a review yourself, rewrite an automated email, or execute a (smaller) improvement project from A to Z.

• You manage and improve our existing customer journey and associated process maps and use these to continuously identify where the customer experience can be improved.

• Together with the various teams, you develop our CX standards for the most important customer touchpoints, monitor these, and address teams when the experience does not meet them.

• You use reviews, complaints, customer feedback, and operational data to identify and prioritize structural problems and opportunities for improvement.

• You translate these insights into a clear, prioritized CX-improvement roadmap.

• You initiate improvement projects within Marketing, Sales, Operations, Installation, Support & Service, Software, and other teams and ensure a clear owner, objective, deadlines, and quality standard.

• You monitor the progress and results of these improvement projects and ensure that agreed improvements are actually realized.

• You will, in principle, lead cross-functional CX projects that span multiple teams from analysis to implementation yourself.

• After implementation, you measure whether improvements have actually had the desired effect on the customer experience.

• You are responsible for our approach regarding Google Reviews and Trustpilot: you ensure that reviews are answered quickly and well, that problems reach the right owner, and that necessary follow-up takes place promptly.

Easy to switch off the gas. That must be the experience of our customers throughout the entire customer journey. After the most important parts of this journey, we actively ask our customers for feedback. The scores on this customer feedback form important KPIs for this role and show where the experience is good and where it needs to improve.

Our Google and Trustpilot scores are important overarching KPIs for the total customer experience. The goal is not only to improve scores, but above all to make the underlying customer experience structurally better.

Therefore, we also look at how quickly and well customer feedback and reviews are followed up, how many structural customer pain points we solve, and how quickly and with what quality the most important CX-improvement projects are realized.

We are looking for someone who continuously sees how things can be better and then ensures that they actually become better. You combine a high quality standard and strong analytical ability with execution power. You can dive deep into the details, but also determine where the greatest impact lies and realize improvements across the entire organization at a senior level.

• A key role in which you have a direct influence on how thousands of customers experience DeWarmte.

• A lot of responsibility and ownership from day one, with an organization-wide mandate and a direct reporting line to the CEO.

• The freedom to initiate and realize improvements throughout the entire organization.

• A fast-growing scale-up environment in which many things are not yet set in stone, so you can truly build.

• The opportunity to work closely with the CEO and Heads of the various teams and to rapidly develop yourself further in leading improvements throughout the entire organization.

• An ambitious team working together on a clear mission: to take as many homes off the gas as possible.

• Shared lunches at the office.

• Hybrid working: 3 days in the office, 2 days wherever you want.

• Regular team outings and drinks, including our annual beach day and winter sports trip.

Do you want to ensure that the customer experience of DeWarmte grows just as strongly as the company itself? Then we would love to meet you.