Senior customer excellence manager

Company Description

Changing the future of payments takes strong personalities

At Nets, you’ll develop in a fast-growing tech company in a high-paced, high-impact market. Working to change the future of payments, it’s not just skills and ambition that gets the job done, it’s the full package that makes the difference. Together, we impact the lives of everyone around us by powering an easier tomorrow for every citizen, bank, business, and colleague. What powers you at work?

You’ll be part of the Group eCommerce Commercial Excellence team, which is responsible for supporting the growth of our commercial units by providing best in class commercial steering, analysis, tools, training and customer growth initiatives across our European markets (Nordics, DACH and Poland) and expansion into new markets.

Job Description

You’ll be powering eCommerce

As a Senior Customer Excellence Manager, you will be instrumental in shaping the way we think about Customer Experience across the Group.  Working across the entire customer lifecycle to own and drive activities that put our customers at the heart of what we do; something that will help support Nets to double-digit growth in eCommerce. You can come as you are and be at your best at Nets. You’ll even find the freedom to balance an exciting job with life outside of work.

Your key tasks and responsibilities are:

• Set up and own an ongoing CX forum where core CX challenges and programmes of work will be presented and worked through
• Lead/take ownership of projects aimed at building a market leading customer journey across all our European markets
• Engage with a wide range of business stakeholders to problem solve the business challenges that impact our customers and deliver those solutions into the business
• Establish and own customer communication programmes and strategies with a focus on improving customer engagement, cross selling and retention
• Support the Operations team with building up scalable customer centric ways of working and processes
• Establish and own a programme of work to improve our NPS score across Group eComm including both managing the way we report on NPS as well as leading the projects that will get to the bottom of what is causing these issues and delivering the improvements
• Support where necessary with the wider sales excellence team to deliver projects that relate to sales training, sales performance, sales processes and proposition

Qualifications

Skills, ambition, and that little personal twist make you succeed

Your professional skills and experience form most of your qualifications, but it’s also your personality that makes the difference at Nets. You are / you have:

• Customer centric and passionate about driving customer experience and engagement at all levels across the business
• A leader, who is comfortable taking on a broad range of challenges and bringing their expertise to find the best solutions
• Strong business acumen and broad experience working with different business units
• Adept at formulating clear problem statements, structuring complex problems, and identifying achievable solutions to answer them 
• Strong organisation skills and are happy managing your own projects as well as larger projects with wider stakeholders
• Strong stakeholder management skills with the ability to communicate complex topics in a simple manner
• A true collaborator who is comfortable working with virtual teams to achieve a common goal
• A curious mind and a desire to get your hands dirty on a wide range of areas that impact our customers
• A positive team player who is structured, pragmatic and enjoys getting things done effectively         

Your qualifications include:

• Educated to degree level
• At least 5+ years of work experience in a similar role
• Experience working in Payments or another B2B industry is an advantage

Proficient in English (both written and spoken)

Additional Information

Apply now to power your career

Apply with your CV latest 28.02.2023, and if you want, you can attach a short video clip. If you’re curious to learn more about the job, you’re welcome to contact Emma Bech, Head of Customer Excellence – eCommerce at emma.bech@nexigroup.com

You can meet more of our personalities by visiting our careers page:

https://www.nets.eu/careers/employees/Pages/default.aspx

We conduct background checks on relevant candidates through our partner Semac, www.semac.no.