Customer Journey Manager

About Rentman:
At Rentman we have developed a smart, 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 the best solution. Check out ourpublic roadmap to get an idea of features planned for development! Rentman has its HQ in Utrecht, Netherlands and our second office in Toronto, Canada.

Over the last 10 years, we have successfully grown into a business that employs 90 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.

Mission of this role:
The mission of our Customer Journey Manager is to map, optimize, and enhance every touchpoint in the customer journey across all value and revenue streams. You'll lead efforts to identify and resolve customer pain points, working closely with both customers and internal teams to design seamless experiences from first interaction to long-term loyalty. This role is about more than just customer engagement; you’ll drive cross-functional collaboration to prioritize impactful solutions, improve key metrics such as NPS and CSAT, and ensure the entire journey—from Brand awareness through retention—delivers exceptional value. If you're passionate about transforming customer experiences, taking ownership of complex challenges, and collaborating with a curious and goal-oriented team, this role might be your perfect match.

What will you do:

• Draft the current customer journey for all value and revenue streams, covering both the customer-facing aspects and the internal employee processes and systems

• Conduct workshops with employees and customers to identify pain points and collaboratively design solutions

• Prioritize solutions and using a test-and-learn approach across departments to ensure the most impactful issues are addressed first

What we are looking for:

• At least 8 years of experience in customer experience management

• Proficiency in written and spoken English

• Expertise in customer journey mapping and service design within a SaaS environment

• Proven track record of improving key customer experience metrics such as NPS, CES, and CSAT

• Experience in mapping and implementing future customer journeys and applying service design methodologies

Bonus points for:

• Experience in the event/media production industry

• Familiarity with agile working methodologies

• Proficiency with UX design tools like Figma or similar platforms

What will you get:

• An ambitious, young, inclusive (and awesome) international team

• A competitive salary (+8% holiday benefit)

• A “13th month” annual bonus based on company results

• 25 days of paid vacation

• Flexible WFH policy & work from anywhere for 4 weeks a year

• A shiny Windows, Linux or Mac of your choice

• An annual training budget to boost your skills

• A pension plan via BrightPensioen

• Sports activities (Rentman football team, squash and padel) and a Onefit fitness subscription

• An OV Business card if you live further than 10km away from the office

• A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities

• A paid 4-week sabbatical after 5 years to go on an adventure

• An amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17
  
  

Our Process:

Excited? Because we are!
The more we get to know you and why you applied for this job, the better your chances.

The first interview is an introductory chat with our recruitment team to see if there is a potential match. If we both agree this is the case, you will meet our Head of CX. After that you can show us your skills in an assessment. A second interview will follow which will include a discussion of your assessment and a culture discussion so you can get a great feel for the culture and values of Rentman.

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

At Rentman, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.