Senior Business Consultant Customer Experience
A unique opportunity to drive transformational change across areas of the customer experience for a leading player in the field of international and multimodal transport
Samskip is launching a company-wide strategic transformation program that will redefine the ways in which we work and interact with our customers and suppliers. The success of this program demands real Customer Experience talent and experience that can bring long-lasting and digital change to a dynamic and international organization with a multicultural mindset. Are you the effective and focused visionary who can ensure that Samskip is a whole new company two years from now? If so, we invite you to find out more about this influential position.
Join a growing and innovative company
Samskip is a truly international company that innovates the most advanced sustainable and multimodal transport solutions across Europe and beyond. Based at our headquarters in Rotterdam, one of the world’s most important transport and shipping hubs, you will drive company-wide change for a business with an annual turnover of more than 800 million euros. This makes us one of Europe’s largest transport companies with offices in more than 24 countries in Europe, North America, Asia, and Australia, and more than 1,450 employees.
From the ground up: imagine and implement a new customer experience
This is a defining senior role in which you are responsible for driving the design and implementation of a state-of-the-art new customer experience strategy. This requires an in-depth knowledge of how to engage with digital native customers whilst ensuring that the new system can still be used by more traditional customers in the logistics industry.
Reporting to the Head of Business Engineering & Transformation you will form part of a team of approximately 20 people working within a consultancy-style matrix organization. The roadmap and transformation funnel will be managed by the Transformation Leadership in close collaboration with the business. This will allow you to continuously evolve your project teams to cater to the exact needs of each phase of the project.
Within this context, your detailed activities include:
- Design of the Samskip Customer Experience Strategy;
- Detailing the strategy into concrete initiatives;
- Overseeing the creation of all supporting materials like process descriptions, UX designs and engagement metrics;
- Implementing the operating model in all business units and across all layers of our organization.
Samskip is committed to a future of logistics services that have sustainability, agility, operational excellence, and advanced customer engagement at the core. You, therefore, aim to embed these values in every step of the new customer experience. At all times you collaborate closely with Samskip’s business leaders to ensure that initiatives are implemented effectively in all business units and that knowledge sharing is facilitated.
A great place to shine and grow
As a company, Samskip embodies the dynamic and fast-moving international logistics sector. The atmosphere is busy, open, and collaborative and every day is different. We do all we can to enable a good work/life balance. Above all, you are free to deploy the full range of your talents and achieve ambitions that drive both your success and ours. To that end, you will have access to wide-ranging development opportunities.Samskip also offers:
- Market competitive salary including a 13th month;
- 28 days of annual leave;
- Company pension plan;
- Functional tools including smartphone and laptop;
- Travel allowance home to work;
- The possibility to work from home for some of the time.
Are you ready to be one of the driving forces behind the continual success of Samskip?
This is a highly visible role that requires you to combine a drive for action and impact with resilience and patience. As a true transformation professional you are able to switch effortlessly between helicopter view and detailed analysis and discussions. You are at ease in discussions with everyone from business unit leadership to engineers, sales people, transport planners and customer service professionals. In taking our commercial organizations outside of their comfort zone you can influence without exerting authority. And you lead by hands-on example, getting into the nitty-gritty yourself as well as managing your project team.
Ideally, you have a background in consultancy and/or driving Customer Experience transformation in a multinational company. Thus you can demonstrate success in managing fast-moving projects via aresult-oriented work style allied to an analytical and conceptual mind. Needless to say, you have a strong understanding of digital capabilities and their potential to propel business success. You are also able to structure complex problems, make (data-driven) decisions, act on hypotheses and seek opportunities for improvement and change.
The more formal requirements are:
- Master’s degree or equivalent in the relevant domain;
- Deep (5+ years) experience in customer experience strategy design and implementation in a highly international environment;
- Experience in transforming an organization to become digitally-driven;
- Ability to handle deadlines and schedules within a matrix reporting relationship;
- A talent for building strong networks with all stakeholders inside and outside the company;
- Broad and effective technology, presentation, and English language communication skills.
If you think you have what it takes to make a success of this exciting yet demanding role, don’t delay! Click on the button below and send us your CV. If you have any questions about the vacancy feel free to call us on +31 (0)88 - 400 13 93 or send an e-mail to:[email protected]