Customer Experience Strategy Manager

eDreams ODIGEO; Comunidad Valenciana; Híbrido; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that is revolutionizing the travel booking experience. In this pivotal role, you will partner with the Chief Customer Experience Officer to shape the customer experience strategy, leading a talented team of analysts. Your expertise in data analysis and strategic leadership will drive improvements across customer touchpoints. Enjoy a dynamic workplace that values flexibility, continuous learning, and employee wellbeing. With a focus on innovation and collaboration, this is your chance to contribute to shaping the future of travel while enjoying unmatched benefits and growth opportunities.

Servicios

Flexible benefits

Performance-based bonuses

Birthday day off

Discounts and partnerships

Free Coursera access

Soft skills workshops

Tech training

Leadership development

Free fruit, coffee, and tea

After-work events

Formación

• 3-6 years of experience in a top-tier strategic consultancy firm.
• Outstanding analytical skills with a strategic mindset.

Responsabilidades

• Lead a team of analysts to drive data-driven decision making.
• Develop customer experience strategies aligned with business objectives.

Conocimientos

Analytical Skills

Strategic Mindset

Problem Solving

Communication Skills

Ecommerce Experience

Educación

Bachelor's Degree in Business

Master in Business Administration

Herramientas

AI and Machine Learning

Data Analytics Tools

Descripción del empleo

Join the world's leading travel subscription platform and one of the largest ecommerce businesses in Europe.

21 million customers, 44 markets, 5 brands, 65M members in Prime.

More than 100 million searches per day, up to 18 billion daily AI predictions.

Over 1600 employees, more than 60 different nationalities from all over the world.

We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

What you will do:

This critical role acts as the right hand to the Chief Customer Experience Officer, playing a key role in shaping the overall customer experience strategy. You will lead a team of analysts driving data-driven decision making across all customer touchpoints.

Key Responsibilities:

Strategic Leadership:

1. Partner with the CX leadership team to define and execute the long-term customer experience vision.
2. Develop and refine customer experience strategies aligned with business objectives.
3. Identify and prioritize key customer experience initiatives.
4. Conduct market research and competitive analysis to understand customer needs and industry best practices.

Data-Driven Decision Making:

1. Lead the development and implementation of customer experience metrics.
2. Analyze customer data (e.g., customer feedback, NPS scores, churn rates) to identify trends, opportunities, and areas for improvement.
3. Leverage data and insights to inform strategic decisions and drive continuous improvement.
4. Partner with the Prime team, Ancillaries, and other product and IT teams to ensure a seamless and consistent customer experience across all touchpoints.
5. Champion the adoption of AI and machine learning within the customer experience function.
6. Collaborate with product and IT teams to develop and implement AI-powered solutions (e.g., chatbots, personalized recommendations) that enhance the customer experience.
7. Stay abreast of emerging technologies and their potential impact on customer experience.
8. Lead and mentor a high-performing team of analysts and data engineers.
9. Foster a data-driven and customer-centric culture within the team.
10. Develop and implement training programs to enhance team skills and knowledge.
11. Effectively communicate insights and recommendations to senior leadership, including the CXO and executive team.
12. Build and maintain strong relationships with key stakeholders across the organization.

Speed & Agility:

Demonstrate a high degree of speed and agility in responding to changing customer needs and market dynamics.

What you need to succeed:

1. 3-6 years of experience in a top-tier strategic consultancy firm.
2. Outstanding analytical skills.
3. Strategic mindset with hands-on mentality; a problem solver.
4. Experience in ecommerce, digital marketing, online companies will be highly valued.
5. Excellent communication skills with all stakeholders.
6. Outspoken and proactive.
7. Bachelor's Degree in Business, Engineering, Mathematics, Economics, etc.; Master in Business Administration would be desirable.
8. Business Proficiency in English (C1/C2).

What's in it for you?

The best talent deserves the best benefits. At eDO, we want you to be a part of our success story and great culture. Here's what we offer:

1. A rewarding compensation package, Prime Plus membership, competitive salary, and benefits package including flexible benefits, performance-based bonuses, birthday day off, discounts, and partnerships.
2. Continuous learning to fuel your growth and explore new horizons. Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
3. Growth opportunities to empower your career and unleash your potential. Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
4. Your wellbeing is our priority. Embrace freedom and flexibility. At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcomes.
5. Work hard, party hard. We believe in having fun and connecting with colleagues. Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions like sports and music. Come to work as you are with no dress code and enjoy free fruit, coffee, and tea at our offices.
6. Enjoy a dynamic and healthy environment. Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further. Take your career to new destinations and help our diverse, inclusive, and passionate team shape the future of travel.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Our people are the key to our success. Each one of them is unique in their own way, and the respect for their uniqueness is and will always be a passion and motivation.

Don't meet every requirement? If you're excited about this role but do not feel your experience aligns perfectly with all the requirements, we strongly encourage you to apply nevertheless.