Experience Manager (m/f/d)

  • Vorwerk Services GmbH
  • Wuppertal/Düsseldorf
  • IT
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Vorwerk Services GmbH provides IT services for the Vorwerk Group. The Vorwerk Group, which is still a family-owned company, is one of the largest direct sales companies worldwide. Vorwerk´s core business is the production and sale of innovative premium household appliances. The portfolio also consists of commercial cleaning, financing solutions as well as a venture capital company. Today, the globally active Vorwerk Group has around 11,000 employees in over 60 countries.

Your responsibilities:

  • The Experience Manager (m/f/d) co-supports that the internal customers have a positive IT experience in cooperation with the Senior Experience Manager by co-managing our customers’ needs and supporting improvement potential resulting from customer complaints
  • Doing research analyses on IT services/products, their usability and user experience by using key performance indicators
  • Co-defining customer groups, personas, creating customer journeys and user stories
  • Preparing and conducting interviews
  • Co-responsible for a constant communication with our customers and employees, keep track of customer feedback and co-manages strategies to improve the overall customer experience
  • Collaborate cross-functionally in projects and initiatives

You offer us:

  • Successfully completed bachelor´s degree, preferred in Humanities and Business Science, e. g. Customer Centricity, Marketing or other equivalent disciplines
  • Profound experience as a (Key) Account Manager, Service Manager or Customer Satisfaction Manager co-managing complex, high budget IT services in multi-national environments
  • First experience in business relationship management, business case management, service improvement and escalation management
  • Good experience in the management of international stakeholders balancing between business requirements and cost-efficient service delivery
  • Basic knowledge of IT Service Management frameworks (e.g. ITIL, Cobit) - ideally ITIL® or SIAM certification
  • Broad understanding of IT Technologies (cloud sourcing, infrastructure services, network and workplace)
  • Fluent German and English skills
  • Excellent communication, facilitation and negotiation skills
  • Strong business orientation and analytical skills
  • Ability to work independently in a structured and flexible working mode
  • Intercultural competencies with strong experience in international collaboration
  • Willingness to travel

We offer you:

  • Flexible working framework through flexitime, flextime days and 30 days of holiday
  • Possibility of mobile working within a defined framework
  • Attractive pension plan through several modules as well as the option of a time value account
  • Benefits of a family-owned company such as employee discounts, subsidy for childcare costs as well as tariff-oriented remuneration in accordance with the metal and electrical industry of NRW
  • Internal and external training opportunities
  • Extensive health benefits such as supplementary company health insurance, a wide range of fitness options and the possibility of on-site physiotherapy
  • Subsidized snacks and menus
  • Discounted job ticket and free parking directly at the workplace

Your contact:

Vorwerk Services GmbH
Mühlenweg 17-37
42270 Wuppertal
https://www.vorwerk-group.com/de/home
  • Henning Pfeiffer
  • Director Corporate Human Resources
  • +49 202 564 1605