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Head of Customer Experience

Utrecht, NetherlandsCustomer Experience

Job description

We look for an engaging Head of Customer Experience to lead 3 international teams from our office in Utrecht: support, customer success, and knowledge management. Are you an experienced manager, passionate about SaaS and customer centricity? Do you want to contiously contribute to growth, then this job will be a good match for you.

Our CX departement's mission is to make sure our customers know how to use our software, actually use it and will keep on using it. 

About Rentman and the team

At Rentman we have developed a smart and powerful resource management and planning platform for the event and production industry.

From small companies to high-end event service providers, businesses in over 70 countries use our software to realise festivals, concerts, corporate events, and more. For event service providers that encounter daily challenges with keeping track of inventory, scheduling staff or creating professional estimates in a highly dynamic industry, Rentman is a solution. Check out our public roadmap to get an idea of features planned for development.


Rentman has its HQ in Utrecht (The Netherlands) and other locations in Toronto (Canada) and Colombo (Sri Lanka). Over the last 10 years, we have successfully grown into a business that employs 80 professionals with 30 different nationalities. The average age of our colleagues is 30. Our internal communication is in English. Rentman has an open and inclusive culture with a flat hierarchy. We are curious, goal oriented, and take ownership. We love to challenge ideas for the better and help each other to be successful.


The role

The Head of Customer Experience is a leadership role, accountable to create and deliver the strategy, planning and execution of the customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across all stages and touchpoints. 

As our Head of CX, you play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth and profitability. In other words, you will be the torchbearer of a customer-centric culture in an organization that leads to great customer experience. One of the focus points for this year will be make steps to a no-touch onboarding (for lowest segment customers).

The Head of CX will lead the CX department, consisting of more than 20 team members led by 3 teamleads. serving our international customers in Dutch, English, German, French, Italian and Spanish.

What you will be doing

  • Partner with Product and other stakeholders in Rentman to ensure a consistent CX across all touchpoints
  • Analyze data, results, customer feedback and industry trends and lead the improvement discussions when needed and manage change
  • Manage the Teamleads of the Support and Success team and enable them to implement the strategy in the day to day of the teams
  • Enable successful employee onboarding of new team members
  • Enable professional development, spot good performance and enable internal growth path after onboarding
  • Build and maintain the CX team - recruit and select new team members together with the People team


What we offer

  • A full time position
  • Opportunity to work in a fast-growing international company
  • A “13th month” annual performance bonus based on company results
  • A pension plan provided through BrightPensioen
  • Annual training budget
  • Free lunch and a well-stocked kitchen
  • Superb office in the heart of Utrecht
  • Ergonomic workstations with sit/stand desks
  • Company events (think of drinks, karaoke, game nights)
  • Ping-Pong and Xbox in the office

Job requirements

What we are looking for 

  • A Bachelor’s degree or similar level of thinking
  • At least 5 years of leadership experience in customer experience, preferably also MT experience leading CX
  • Strong leadership skills and experience in leading, coaching and managing a team
  • Excellent communication and soft skills
  • A leading vision on Support and Success in a B2B SaaS or product-led growth company
  • Ability to think creatively to develop solutions to CX and people/team challenges
  • Tech savviness: experience with SaaS/applications/tools is a plus
  • Proactive, results driven, analytical and forward thinking
  • Exceptional written and verbal communication skills in English
  • Positive outlook, collaborative, and driven by the success of Rentman

Process

Want to apply? The more we get to know you and why we need you for this job, the better your chances. So it all starts with sharing your CV and motivation. The first interview is an introductory chat to see if there’s a potential match. If we both agree this is the case, you can show us your skills in an assessment. After the assessment, a second interview will follow with the CEO and someone else from the MT.

Apply now by using the apply button! For questions or additional information, contact us at work@rentman.io

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