Experience Manager (m/f/d)
- Vorwerk Services GmbH
- Wuppertal/Düsseldorf
- IT
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:
- Henning Pfeiffer
- Director Corporate Human Resources
- +49 202 564 1605