Senior customer excellence manager (m/f/d)

<h3>Company Description</h3><p><strong>About us and our team</strong><br/> Does working at one of Europe’s largest fin-tech companies sound interesting to you? Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe? If so, you are in the right place!<br/> <br/> Concardis is part of the Nexi group. As a group, we come from the merger and integration of Nexi, Nets and Sia; with a presence in more than 25 countries, more than 10,000 employees across Europe and experience on the market for more than 80 years. We provide limitless growth opportunities for our employees.</p><h3>Job Description</h3><p><strong>Why join us in 2023? </strong><br/> Just think of all the virtual shopping platforms, online stores, digital wallets, QR code payments and the contactless payment technology that stands behind them; this is all technology we use daily, the technology that will mark our future. By joining our team, you will be shaping the future of digital banking with us, working in a modern, innovative, and ever-changing environment. As we come from the merger of numerous companies globally, the opportunity to grow, learn and share expertise with colleagues across the whole organization, is enormous.<br/> <br/> If you join us in the role of <strong>Senior customer excellence manager</strong><strong>,</strong> this is what you can expect from us:</p><ul><li>Attractive salary and an overall good package</li><li>Well-structured training for the job </li><li>Hybrid way of working</li><li>Home equipment allowance</li><li>Equipment needed for the role </li><li>Referral bonuses for recommending new team members to join the company</li></ul><p><br/> <strong>About your future role</strong><br/> 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 mantain activities that put our customers at the heart of what we do; something that will provide support across Nets to double-digit growth in eCommerce.<br/> <br/> <strong>Your key responsibilities in this role will be:</strong></p><ul><li>Set up and own an ongoing CX forum where core CX challenges and programs of work will be presented and worked through</li><li>Lead/take ownership of projects aimed at building a market leading customer journey across all our European markets</li><li>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</li><li>Establish and own customer communication programs and strategies with a focus on improving customer engagement, cross selling and retention</li><li>Support the Operations team with building up scalable customer centric ways of working and processes</li><li>Establish and own a program 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</li><li>Support where necessary with the wider sales excellence team to deliver projects that relate to sales training, sales performance, sales processes and proposition</li></ul><h3>Qualifications</h3><p><strong>What makes you the best person for this job?</strong><br/> Now when you read about the role, are you curious to discover more? If your answer is yes, check what qualifications make you the right candidate to apply. But keep in mind one thing - on top of your skillset, knowledge and experience, it's your potential that makes a difference for you to achieve your goals in everyday work.<br/> <br/> <strong>Qualifications needed to be successful in this role:</strong></p><ul><li>At least 5+ years of work experience in a similar role</li><li>Proficient in English (both written and spoken)</li><li>Significant business knowledge and broad experience working with different business units  </li><li>Adept at formulating clear problem statements, structuring complex problems, and identifying achievable solutions to answer them </li><li>Customer centric and enthusiastic about improving customer experience and engagement at all levels across the business</li><li>Established stakeholder management skills with the ability to communicate complex topics in a simple manner</li></ul><p><strong>Additional skills and experience that would make you stand out:</strong></p><ul><li>Experience working in Payments or another B2B industry </li><li>A true collaborator who is comfortable working with virtual teams to achieve a common goal</li><li>A curious mind and a desire to get your hands dirty on a wide range of areas that impact our customers</li><li>A positive partner who is structured, pragmatic and enjoys getting things done effectively     </li><li>High organisation skills and are k