Customer Experience Manager

At Odido, we want to become the Customer Champion of the Netherlands. We can only achieve this if we truly understand what makes customers happy and where they get stuck. As Customer Experience Manager, you are the one who brings those insights to the table and ensures that something is done with them.

You make the voice of the customer visible within the organization. You collaborate with teams within Operations, Sales, Marketing, IT, and Network and help them make better choices for our customers. You identify bottlenecks, map their impact, and ensure that improvements do not just remain on an action list, but are actually realized.

Your strength? You combine customer insights, data, and persuasiveness to create movement. Not because you are hierarchically responsible, but because you know what the customer is running into and what is needed to solve it. You report to the Head of Customer Experience.

In addition, you will be involved in the following activities:

• You bring the voice of the customer inside. You read NPS feedback, listen in on conversations, shadow colleagues on the frontline, and analyze complaints. This way, you know not only what customers say, but especially what they experience.
• You look for the root cause behind the problem. Customer signals are often just the tip of the iceberg. You remain curious until you understand what is truly going on and can substantiate how many customers are affected by it.
• You turn insights into action. Identifying a problem is only the beginning. You ensure that the right teams get to work, clarify ownership, and monitor progress until the customer actually notices that something has improved.
• You keep the organization sharp. You know at all times which topics have the greatest negative impact on the customer experience and ensure that these remain visible until they are resolved.
• You are the representative of the customer at the table. You help teams to make decisions from a customer perspective and challenge solutions that do not solve the actual problem.

We want to become the most human-centric telecom provider in the Netherlands. We don't do that with empty promises or generic campaigns, but with stories, propositions, and deals that truly touch people. You help shape how the Netherlands sees, feels, and chooses Odido. Whether you are designing a campaign, acquiring a customer, or sharpening the brand message: your work determines how we visibly make a difference every day. Because when our message lands, people choose us.

At Odido, we are there for each other. We see each other's talents. We provide space for ideas, courage, and individual input, because the best campaigns, deals, and stories rarely arise within the lines. Because you are at your best when you can grow, Odido provides you with all the space for that. Together, we look at where your ambition and talent lie and ensure that you get the opportunities to grow in your own way.

At Odido, you work on projects with national visibility and get the space to bring your ideas to life. You have a direct impact on how customers experience our brand; and you receive the trust to determine your own course in doing so.

In return, we offer an attractive employment benefits package:

• 30 vacation days (full-time) and a day off the day after Ascension Day;
• Hybrid working: 3 days in the office, 2 days at home;
• No company phone, but a €350 voucher to choose a phone yourself that you may keep;
• Personal learning budget and access to more than 200 trainings and courses to continuously develop yourself;
• A variable bonus scheme appropriate to your role;
• A solid pension scheme via Zwitserleven;
• Discount on your Odido Internet & TV or Klik & Klaar subscription for home;
• A lease bike scheme for a healthy and sustainable way of traveling;
• Employer contribution to your sports subscription - we like to invest in your vitality;
• Access to an extensive discount platform with attractive deals on a wide range of products and services.

Together we celebrate successes and make an impact; big and small.

In short: your work matters and is seen and rewarded.

And if you do not meet all the requirements? Please apply anyway. At Odido, we believe that talent, curiosity, and the will to learn are at least as important as fully checking off a list of criteria.

We are all different, and that is exactly what makes us strong. At the same time, there are a few things that many Odido colleagues have in common.

You feel at home in an environment that is constantly in motion. The world of communication changes quickly; and we move along every day. That doesn't always have to be perfect, as long as you are open to it.

Curiosity helps you with that. Interest in technology and in what is happening in our market makes it more fun and easier to find your way.

Do you recognize yourself in this? Then it might just click.