Customer Lifecycle & Quality Expert

At DIGI BELGIUM, we're not just stepping into the telecom landscape; we're here to revolutionize it. With bold ambitions and a relentless drive, our mission is to disrupt the status quo, championing a customer-centric approach and a commitment to innovation. We're not just participants in the telecom industry; we're leading a transformative wave, reshaping connectivity with every initiative

To support us in this mission and as we transition from startup to scale-up, we are seeking a highly motivated and experienced Customer Lifecycle & Quality Expert to lead our customer service operations and who will play a key role in ensuring the overall quality of products and services, improving processes, and maximising customer satisfaction.

The Customer Lifecycle & Quality Expert will be responsible for overseeing various aspects of the customer lifecycle, quality of service, and compliance. This role demands a strategic thinker with a strong background in metrics, data analytics, and a keen focus on customer experience.

Key Responsibilities:

1. Taking care of our customers.
   

2. Metrics & Reporting:

• Define and monitor key metrics related to the customer lifecycle, quality of service, and compliance.

• Generate and analyze reports to provide insights into customer behavior, performance, and regulatory compliance.

3. Quality of Service:

• Manage customer feedback processes and implement solutions based on customer needs.

• Drive initiatives to enhance the overall quality of service, ensuring customer satisfaction.

• Contribute to relations with external service providers & lead quality compliance.

• Ensure compliance with regulatory requirements related to customer service.

• Collaborate on the development and optimization of the training academy.

• Contribute to the design of training programs that align with staffing requirements and enhance overall service quality.

4. Transversal Collaboration: Retention & Churn Reduction

• Collaborate with cross-functional teams to contribute to the development and execution of the customer retention strategy.

• Develop and implement strategies to reduce churn and proactively identify potential churn triggers.

• Analyse customer behaviour to implement preventative measures against churn.

• Drive the integration of omnichannel strategies to create a seamless and consistent customer experience across all touchpoints.

5. End-to-End Service Perspective:

• Create transversal projects with marketing and sales teams to optimise the customer journey, channel strategy, and overall customer experience.

• Collaborate on initiatives that enhance the end-to-end service perspective.

Requirements

Requirements:

Education:

• Bachelor's degree in Business, Marketing, Analytics, or a related field. Master's degree is a plus.

Experience:

• Proven experience (3-5 years) in a lifecycle management, quality assurance, or related role within the telecom or a related industry.

• Demonstrated success in implementing strategies to enhance customer satisfaction and reduce churn.

Skills:

• Strong analytical and data-driven decision-making skills.

• Experience in leading cross-functional projects and collaborating with different departments.

• Proficiency in using analytics tools and CRM systems.

• Knowledge of omnichannel strategies and customer journey optimization.

• Proficient in English, Dutch & French

Personal Attributes:

• Strategic thinker with a customer-centric mindset.

• Excellent communication and interpersonal skills.

• Ability to adapt t