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Customer Experience Manager (m-f-d)

Bonn

  • Organization: FSC - Forest Stewardship Council
  • Location: Bonn
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Managerial positions
    • Sales and Marketing
    • Customer services
  • Closing Date:

The Scope
The Customer Experience Manager at FSC plays a critical role in enhancing the certification process for companies worldwide. This position focuses on mapping, optimizing, and refining the end-to-end certification journey – being the architect of our improved customer journey. By collaborating closely with internal teams, Certification Bodies, and Certificate Holders, the Customer Experience Manager ensures a seamless and positive experience for all stakeholders involved.
Main Roles & Responsibilities
  • Map, optimize, and refine end-to-end certification journey.
  • Conduct thorough analysis and documentation of the certification journey experience, spanning across different units and regions.
  • Identify pain points, bottlenecks, and opportunities for enhancement within the certification process.
  • Analyze customer behavior and utilize data-driven insights to identify trends and monitor key performance indicators (KPIs).
  • Develop and implement strategies to streamline and optimize the certification journey, ensuring efficiency, cost-effectiveness, customer satisfaction, and quality standards.
  • Foster a culture of continuous improvement by regularly tracking and evaluating the certification processes.
  • Lead and coordinate improvement projects, managing timelines, resources, and deliverables effectively.
  • Develop training materials and documentation to facilitate smooth transitions and understanding among stakeholders.
  • Maintain comprehensive documentation of certification processes, changes, and performance data.
  • Strengthen collaboration and communication across different units, regions, and stakeholders.
  • Any other task as assigned by formal supervisor and project work as assigned according to special organizational needs.
Your profile
Working Education and Training: 
  • Bachelor’s degree in Business Administration, Engineering, Marketing or related discipline.
  • Additional training or certification is a plus.
Working Experience, Style and Skills: 
  • 3 years of experience in mapping and streamlining customer journeys.
  • Strong customer orientation.
  • Ability to channel user expectations, perception, and behavior into smooth experiences.
  • Proficiency in analyzing data to inform strategic decisions and recommendations.
  • Experience in streamlining and enhancing end-to-end processes.
  • Ability to manage timelines, resources, and deliverables for process improvement projects.
  • Strong cross-functional collaboration skills to work effectively with internal teams, certification bodies, and stakeholders.
  • Experience creating and facilitating workshops and training sessions.
  • Excellent communication, presentation and interpersonal skills.
  • Familiarity with FM and/or CoC certification is a plus.
Leadership:
  • Strong leadership skills with the ability to motivate and guide cross-functional teams towards a common objective.
  • Ability to influence and engage stakeholders at all levels of the organization.
Languages:
  • Fluency in English.
  • Other languages are a plus.
Computer Skills – good skills in the use of/experience with:
  • Standard software packages (MS Office).
  • Process mapping and modeling tools.
  • Visual collaboration tools.
  • Data analysis & visualization tools.
Communication Skills: 
  • Exemplary verbal and written communication skills
  • Ability to facilitate interactive discussions
  • Ability to establish and maintain positive interpersonal relations.
Others:
  • Commitment to FSC’s mission and values.
  • Experience in working in a multi-cultural, multi-lingual, global team.
  • Enthusiastic and open-minded personality being ready to belong to a diverse, international team.
Why us?
Why Join FSC in Bonn, Germany?
  • Be part of a globally recognized organization at the forefront of sustainable forestry and contribute to the mission to help protect the world’s forests.
  • Play an active role in the FSC global community of 400+ forest stewards who come together in-person at least once a year.
  • Benefit from cross-cultural collaboration and networking opportunities by working in a dynamic, inclusive, and diverse international culture with over 60 nationalities represented under one roof.
  • Enjoy comprehensive benefits, including relocation assistance if needed, and investment in training and development opportunities (e.g., LinkedIn Learning, Learning Lunches and more) to advance your career.
  • Explore the vibrant federal city of Bonn, home to Beethoven, Haribo, and the beautiful Rhein River promenade including many urban parks and close access to nature. As Germany's UN City and second capital, Bonn is an international city with a rich cultural heritage, recently celebrating its 2000th anniversary. Learn more about the city or take a virtual stroll.
  • Embrace work-life balance: beyond Bonn's borders, unlock Europe's wonders with 30 working days of vacation at your disposal. Whether it's skiing in the Swiss Alps or basking in the sun on Mediterranean shores, your European adventures await.
Ready to make a difference? Join FSC and help shape a sustainable future. Apply now with your resume and cover letter, showcasing your achievements and how you can contribute to FSC's mission.
The Fine Print
Terms and Conditions
  • Location: Bonn, Germany.
  • Working Hours: Full time - 40 hours per week. (Part-time of 75% or more could be considered).
  • Duration of Employment: Temporary contract - 2 years (extension possible, subject to satisfactory performance).
  • Starting Date: As soon as possible.
  • Travel: Sporadic travel is required.
 
How to Apply 
Ready to make a difference? Join FSC and help shape a sustainable future. Don't delay - apply now!
 
  • Please apply by submitting your CV in English.
  • Please do not send any photos of yourself.
  • The deadline for applications is 17 June 2024.
For FSC, inclusiveness and diversity are important values. As such, we welcome and encourage applications from all backgrounds and are entirely committed to consider all qualified applicants regardless of race, gender, sexual orientation, religion, ethnicity, age and disability.   
 
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Please be informed, that by applying for this position you automatically accept our Data Protection Information on processing your personal data.
 
We are looking forward to your application!
About us
Welcome to FSC!  
The Forest Stewardship Council (FSC) is a globally recognized non-profit organization at the forefront of promoting sustainable forestry. With over 150 million hectares of certified forests and a trusted reputation among NGOs, consumers, and businesses, FSC is leading the way in ensuring the long-term health and resilience of the world’s forests.      
          
We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.