Are you passionate about creating exceptional customer experiences? As our Customer Experience Manager, you will be at the forefront of developing and implementing innovative strategies that ensure every interaction with our charging stations leaves a positive and lasting impression. Your mission is to elevate our customer journey to new heights, making each interaction with IONITY seamless, exciting, and memorable. Join us in shaping the future of electric mobility with your dedication and drive!

Your Responsibilities

• Strategically plan and implement projects to enhance the customer experience
• Develop actions to improve customer satisfaction and loyalty
• Collaborate with product, marketing, operational, and technical teams to create customer-centred solutions
• Organise and conduct customer surveys and interviews
• Engage with our customer community
• Analyse customer feedback (various channels), identifying trends and areas for improvement
• Create and maintain KPIs, reports, and dashboards to monitor customer retention
• Act as our customers' ambassador in meetings and strategic decision-making processes
• University degree and extensive experience in crafting and implementing customer journeys, particularly within data-driven organizations
• Proven project management skills
• Expertise in identifying user requirements, segmenting user groups, defining needs, and developing comprehensive end-to-end customer journeys, along with actionable measures to improve the experience at each touchpoint
• Extensive knowledge of methodologies and tools for customer-centric initiatives
• Proficiency in conducting market research and experience with customer experience platforms like Qualtrics
• Strong analytical skills driven by data
• Sharp commercial awareness coupled with a strategic vision
• Highly motivated self-starter attitude, with flexibility and a positive, can-do mindset
• Ability to collaborate effectively across different functions and remote teams
• Excellent communication skills in English We are a team of uncomplicated, cosmopolitan and fairly smart people who see change as an opportunity and enjoy helping to shape a future market with great pressure and enthusiasm. If you are fascinated by electric mobility, and you want to be part of an international team, please apply - we are happy to receive your application!
• Competitive Salary & Benefits: Receive an attractive compensation package, flexible working hours, and remote work possibilities.
• Flexible Work-Life Balance: Enjoy the freedom of trust-based working hours, along with flexible and remote work options to harmonize your career with personal life.
• Valuable Industry Experience: Kickstart your career in the E-Mobility industry and be part of the pioneering efforts in high-power charging technology across Europe.
• Diverse & Multicultural Environment: Join a vibrant workplace with colleagues from over 40 nationalities, celebrating diversity every day.