EMEA Customer Systems Business Lead

EMEA Customer Systems Business Lead

Daikin

Oostende, Belgium

Who we are looking for:

As an EMEA customer systems business lead you will be in charge for the further implementation, adoption & future development of our B2B and B2C customer platforms of which the customer engagement platform is the first focus.

Your role includes:

  • Implement the customer portal and ticketing component of the customer engagement platform in the different Daikin affiliates throughout the EMEA region (B2B and B2C) together with IT;
  • Monitor and improve the systems adoption rates through clear cooperation with all affiliate sales organisations and timely central action plans;
  • Translate the strategy into a quarterly action plan and define clear targets per platform per country. Setup monthly action plan/follow up meetings with the different country organisations to motivate the increase of performance and usage (in line with the set targets);
  • Monitor the NPS (Net Promotor Score) performance of the various platforms compared to the set targets and use it as a base for improvement plans where required;
  • Prepare the reporting and the communication on the actual results and future targets towards the different stakeholders (sr. management, countries,…);
  • Propose and implement UX improvements & functionality scope increase , based on customer insights;
  • Create and animate a B2B & B2C Daikin Customer Systems communities composed of different local Marketers and Customer Systems responsibles.

What you offer:

  • Master degree in Marketing, Commercial Engineering, Economics, IT or similar with proven experience;
  • You have a minimum of 3 years of experience in the area of Customer Service, Marketing or Customer engagement Platforms preferably in an international setting;
  • Knowledge on SAP C4C, SAP R3 SD, other any other ERP systems can be a plus;
  • You are a good communicator with good presentation skills and can bring people together;
  • You like to think and act from the customer perspective;
  • You have strong analytic skills and a “can do” attitude;
  • You are a team player, but you can also work independently;
  • You’re not a fan of status quo, you’re continuously looking for improvements and out-of-the-box thinking;
  • Good knowledge of written and spoken English is a must. Knowledge of another European language is a plus;
  • You are OK with short stays abroad.

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© EuroJobsites 2020

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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