Head of CX

Head of Customer Experience

Purpose of the Role
As Head of Customer Experience at HelloFlex, you lead the Customer Service & Customer Success departments, which in turn manage teams of Service Consultants, Success Consultants, and Customer Specialists. Additionally, you are responsible for the Business & Process Optimization Consultant. Your success is determined by the development of Customer Lifetime Value (CLV) and the Net Promoter Score (NPS) for the customer portfolio of these teams. You achieve this by:

• Leading managers/team leads and providing support through facilitation and motivation. This includes identifying, preventing, and resolving operational bottlenecks together.
• Optimizing customer interactions with a data-driven approach, continuously analyzing NPS and customer feedback to proactively implement improvements.
• Overseeing the Service team for optimal customer service (first and second-line support) and the Success team for the efficient onboarding of new customers.
• Ensuring optimal use of software by customers and promoting a proactive customer-centric culture within the organization.
• Collaborating with the Head of Product to represent the customer's voice and translate it into business strategy and product development.
• Integrating innovative technologies (such as AI and machine learning) to improve customer insights and provide personalized experiences.
• Streamlining and automating workflows within the department for maximum efficiency.
• Fostering a culture where customer-centricity is key, encouraging employees to always think from the customer's perspective.
• Collaborating cross-functionally with marketing, sales, IT, and finance to ensure a seamless customer journey.
• Developing and implementing structured training programs for employees to continuously enhance their industry and product knowledge.

As an inspiring and reliable leader, you always act in the best interests of HelloFlex and its employees.

Framework
You are part of the Customer Experience department and a member of the management team (MT).
You report to the CEO and work according to HelloFlex’s annual plan.

Key Result Areas

1. Increasing Customer Lifetime Value
   • Responsible for increasing Customer Lifetime Value through the qualitative and timely implementation of the software.
   • Ensuring optimal billability of consultants.
   • Overseeing the customer experience from onboarding to continuous use and optimization.
   • Implementing a data-driven strategy that utilizes customer feedback and usage data to minimize churn and increase engagement.
2. Data-Driven Optimization
   • Continuously improving work processes to make them simpler, more predictable, reproducible, traceable, and measurable.
   • Applying a data-driven approach to customer feedback and process improvement.
   • Integrating innovative technologies such as AI and machine learning to enhance efficiency and customer satisfaction.
   • Implementing advanced analytics tools to monitor customer behavior and predict trends.
   • Enhancing collaboration between departments to take a holistic approach to customer experience optimization.
3. Promoting a Customer-Centric Culture
   • Encouraging a culture where the customer is central, which is essential for the organization's success.
   • Motivating and inspiring employees to always think from the customer's perspective and continuously strive to improve customer satisfaction.
4. Leadership & Development
   • Managing and developing managers/team leads and supporting the growth of their teams.
   • Ensuring sufficient (qualitative) staffing and efficient processes.
   • Establishing and implementing structured onboarding and training programs to ensure industry and product knowledge.
   • Encouraging a culture of continuous learning and improvement within the department.
   • Coaching and motivating employees to foster customer-centric thinking and behavior.
5. Annual Plan
   • Responsible for setting (annual) objectives and KPIs within the Customer Service & Success department.
   • Actively contributing to the formulation and achievement of HelloFlex’s annual plan.

Critical Situations

• Declining NPS score and/or Customer Lifetime Value.
• Dissatisfied managers and consultants.
• Customer escalations.
• Insufficient interdepartmental collaboration negatively impacting the customer experience.

Competencies

• Customer-oriented
• Motivating
• Coaching
• Decisive
• Quality-driven
• Critical
• Responsible
• Analytical
• Innovative
• Strategic thinker

Knowledge and Skills

• Minimum academic (WO) working and thinking level.
• At least 10 years of leadership experience.
• Minimum 5 years of experience in the automation or staffing industry.
• Extensive experience with automation and (complex, ERP) software is a must.
• In-depth industry knowledge is a plus.
• Experience with customer-centric strategies and data-driven decision-making.
• Experience with advanced analytics tools and customer data analysis.
• Knowledge of cross-functional collaboration and optimizing the customer journey.
• Perfect command of Dutch and English, both written and spoken.