Senior Customer Experience Manager

Senior Customer Experience Manager

Are you passionate about working with customer experience (CX) and transforming customer feedback into business critical insights? Are you ready for the next step in your career where you will have a key role in developing our future CX solutions? Do you want a unique opportunity to impact a strategic project in a growing, international organisation committed to making a difference in the world’s water and climate challenges?

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Become a part of our newly established CX function in Marketing
Kamstrup is a Danish technology company and one of the world’s leading providers of intelligent metering solutions. We experience significant demand for our solutions and focus massively on development and production of intelligent metering equipment and systems for energy and water consumption. Therefore, we are looking for a Senior Customer Experience Manager who has the experience and the drive it takes to succeed in setting the direction and implementing Kamstrup’s future CX solutions.

With direct reference to our Head of Sales Process and Tools in Marketing, you will become part of an ambitious team responsible for our sales processes and tools. The team is characterised by an informal tone and a flat hierarchy, and promotes a flexible balance between freedom and responsibility. You will be the first dedicated Senior Customer Experience Manager in Kamstrup, and therefore it is expected that you contribute actively to the further development and implementation of CX, but also in defining your own role.

A job with focus on developing Kamstrup’s future CX Program
In the newly established position as Senior CX Manager, you will have the overall responsibility of establishing and developing our new customer experience solutions, with the end goal of strengthen our customer relationships. Furthermore, you will be responsible for the strategic and operational elements from enabling the right governance setup and follow-up processes to continuously improve the CX and ensure that the program is well-designed and up to date. Along the way, you will also be expected to contribute with recommendations of improvements.

More specifically, you will be responsible for:

• Designing and continuously improving our CX Program in close collaboration with key stakeholders. This includes customer journey mapping and the sequential roll-out of touchpoint surveys
• Turning data into business critical insights in cooperation with our CX analyst
• Management presentations and counselling
• Driving CX adaption and implementation of the right governance setup(detailed plans and guidelines for governance)
• Future CX platform(s) enabling better follow-up, more advanced and better analytics, knowledge sharing etc.
• Embedding account specific CX insights in CRM and other relevant platforms
• Contribute in the continuously work around creating and maintaining personas and customer segmentation

In the job, you can expect 10-20 travel days per year.

Personality matters
In order to succeed in this role, it is crucial that you have at least 3 years of experience from a similar position in either a consultancy agency or a larger international company, where you have worked with customer insights and transforming these into recommendations to the business. It is also very important part is that you are passionate about CX and have the ability to develop a CX program from early stages into implementation in order to create value for the business.

As a person, you have strong analytical skills and a commercial mindset. You thrive in an outgoing role where you will have a broad contact surface. You have a passion for customer experience with focus on designing and developing great CX journeys. Furthermore, you are excellent at presenting and have a flair for communicating data in a compelling way to the rest of the organisation. As you will be working with project and change management, it is important that you possess great people and communicative skills and that you are excellent at stakeholder management.

Furthermore, it is a requirement that you both speak and write English fluently.

We offer more than just a job
We offer a job with great responsibility and a rich opportunity to form your own role in Kamstrup’s exciting CX journey. Besides our Head of Sales Process and Tools, you will be the primary driver on CX, and the job therefore offers a unique chance to impact a new and prioritised strategic project. Kamstrup has a strong focus on the development of our employees, and you will be offered both professional and personal development amongst skilled specialists and Kamstrup’s sales management.

We offer flexible working hours and numerous employee benefits at our Head Quarter, counting a healthy canteen, free fruit, fitness facilities, in-house dental clinic, hairdresser and a free health clinic. Moreover, we have an active employee association.

Please submit your application on Kamstrup’s website:

www.kamstrup.com/da-dk/karriere/job-post?jobid=92806

Applications are reviewed on a continuous basis, and you can expect a response within six weeks.

The job will be located at Kamstrup’s headquarter in Stilling, between Aarhus and Skanderborg.

If you have any questions about the position, please contact Head of Sales Process and Tools, Jacob Stammer Larsen on phone: +45 89 93 10 00.