Antwerp, Belgium





Job ID


The Customer Care team is looking for a new team member…and it’s all about projects! The Customer Care Project Coordinator will be responsible to support in the development and deployment of retention projects. This can be in both a leadership role of Care department projects and as a project team member in strategic projects. This role will be critical to develop & deliver improvements locally within the retention scope & will have the opportunity to work with other departments and 3rd party vendors. Are you interested in the idea of working in projects and passionate about enhancing consumer experience? If so, then please continue reading. Responsibilities of the role: • Initiate, plan and implement projects with focus on improving the services towards consumers, in line with the local and global Customer Care Strategy, within Benelux cluster • Lead or contribute to projects related to the set-up of new Customer Care services, channels and touchpoints, starting from consumer pain points within different episodes of the consumer journey • Provide cross-industry understanding, best practices, and guidance to support the development of Customer Care concepts, strategies and service catalogues • Strong collaboration and support to the Customer Care daily operations, with a deep knowledge of processes and performance • Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders; ensure excellent communication with Global team • Ensure that all operational activities are executed in compliance with applicable laws, marketing code, CA guidelines and PMI procedures You: • University degree in Business, Marketing, Economics or similar • Project management experience • Experience in development and deployment of consumer related initiatives, with a deep understanding of customer experience journey methodologies • Strong customer focus • Excellent analytical skills, where you can develop actionable measures from data results • Excellent communication skills • Involved in projects with a continuous improvement mentality • Excellent English skills Dutch and/or French are a plus • Integrity and trust What will the selection process look like? Talent Acquisition (TA) will perform an initial screening to assess whether candidates match with the defined vacancy requirements. If this is the case, the candidate will be invited for 2 competency-based (virtual) interviews. In parallel, you will be asked to complete online assessment tests*. At the end of the process, each candidate will receive the assessment results, as well as actionable feedback for their further development. *Assessment Tests The tests are integrated in the selection process to increase objectivity of the final decision making. The assessment tests for this role is a cognitive ability test. The results will not be saved in the employee’s file, and will only be used in the context of the vacancy for which the employee is applying. Results are therefore not used for purposes of performance evaluation. • Cognitive Ability Test: Report links under three headings: 1. Deductive reasoning (measuring the ability drawing logical conclusions) 2. Inductive reasoning (measuring conceptual and analytical thinking) 3. Numerical reasoning (measuring capacity to understand numerical data and interpret mathematical information correctly)