Customer Experience Project Manager

The position

Job description

We are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.

As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire customer lifecycle, to deliver a seamless experience to our customers.

You will work closely with our customer facing teams: Revenue, Onboarding, Success, and Support. You will also build strong partnerships with other teams within the company, in particular with Product, Data and Marketing teams.

You will report to the Customer Experience Team Lead, and participate in building this new team.

As part of this mission, you will:

Customer lifecycle audit & improvement strategy

• Map end-to-end customer journeys and identify customer pain points, satisfaction points, as well as internal organizational issues
• Identify and prioritize main improvements to improve the customer lifecycle, in coherence with the product strategy and roadmap
• Ensure quality monitoring with key analyses to guarantee continuous improvement of our operations and positive impact on customer experience

Cross-functional project management

• Coordinate strategic and transversal projects impacting Customer Experience, involving various teams
• Make sure all stakeholders are aligned on strategic projects and report on advancement and performance
• Support the governance of Customer Experience projects roadmap

Voice of customer program management

• Build a comprehensive customer satisfaction monitoring system that provides actionable customer inputs
• Monitor and analyze key performance indicators to measure and improve the effectiveness of customer experience operations (eg B2B NPS)
• Identify areas for improvements, thus making sure the voice of customer resonates within the company and drive improvements in our products and services

Preferred experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

We invite you to apply if you are motivated and interested in this employment environment, and if:

• You have 5+ years of experience in operations and strategy, transversal project management or in consulting
• You are obsessed with customer satisfaction
• You have a strategic thinking mindset
• You thrive in a high-growth and fast paced environments
• You are concise, accurate and structured
• You are action-driven with a strong business and operational awareness
• You have a strong analytical mindset and leverage data across all interactions
• You are fluent in English and at ease in navigating in a multicultural environment
• You are a team player and demonstrate good energy
• You are keen to help develop a team in construction