Project / Channel Manager Customer Service
Leading the way with innovations, following the latest trends, and thinking along with our customers. The role of our project/ channel manager is crucial in this regard. You will be responsible for delivering different projects for the Customer Service organisation and improving our channel strategy, in a working environment where you get a lot of freedom. Since this is a new role within Kramp you will get a lot of freedom to build and shape the role with attention to the customer journey.
The Customer Service team has an important role in the data-driven transformation and the ambition that we have as an organization. You become part of the global Customer Service team and report directly to the Director Customer Service (based in Germany).
The main project currently is to lead the implementation of the Customer Communication Platform (CCP) in all countries. This includes management of the project plan, cost control, plan and steer the different resources, have a plan of action in place and ensures key goals are met.
Besides this, you:
Ensure that the go live of the Customer Communication Platform is on time for all countries and phases.
Work closely with the MyAccount (Self-Service) team to drive synergies between MyAccount and further self-services developed in the Customer Communication Platform to improve customer experience.
Develop and implement the vision and strategy on customer contact as a differentiator in our industry and the use of different communication channels e.g. call, email, chat, social media, self-service.
Analyse and share innovative ideas to improve Customer Service.
Who are you?
Completed bachelor’s or master’s degree in the direction: Business Administration, Commerce or related.
You know how to motivate colleagues in an inspiring way to achieve the desired result.
Experience in digitizing customer journeys.
At least 5 years of experience in a similar role/ Customer Service and contact center.
Extensive project management experience and experience leading IT projects.
Experience working with the customer communication platform (Sprinkl / Genesys).
Strong analytical skills.
You are based in Europe.
What do we offer?
You will work in the Global International Sales team with a focus on Customer Service. In your role you will work with people with different backgrounds and expertise who all share the drive and ambition to bring Kramp’s Customer Service to the next level.
Our secondary benefits differ by country. As an example, we offer below benefits in the Netherlands:
Inclusive culture with lots of opportunities for growth
Profit sharing bonus
37 vacation days a year
Great budget for training and courses
Flexible working (from home, Utrecht and/or Varsseveld)
Travel- and working from home allowance
Laptop and phone
Who are we?
Johan Kramp started in 1951 from his garage in Varsseveld. When cycling he crossed borders to Germany: the beginning of the international millions company we are nowadays. We still follow the principles of Johan Kramp, but in time of today. Thanks to our ambitions we are active throughout Europe: a leading position in the agricultural market for parts. We heavily invest in E-Business and innovations. Our aim is to make it easy for our customers to run their business.
Working at Kramp means working with over 3000 international colleagues and despite our size we have retained our strong family culture. The people at Kramp are enthusiastic, professional, and involved. We speak our customers’ language, understand their challenges, and earn their trust to exceed their expectations. We think and actively work alongside them to provide a service second to none. Our promise “It’s that easy” is embedded in our culture and DNA.
Are you interested to apply? Please use the application button on the career page.