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 WORKING AT VAILLANT GROUP. 
 TAKING CARE OF A BETTER CLIMATE. 


Developing one of the most efficient heat pumps on the market. And turning the lights on only when needed.
Both count. Both are us.

Customer Satisfaction Manager

WHAT YOU WILL DO

  • Responsible from ensuring that satisfied customers become loyal customers and enthusiastic regarding Vaillant as their brand of choice for products and services;
  • Coordination of Customer Journey Mapping where customer needs and expectations throughout the lifecycle are identified, current processes and practices are examined, solutions to those requirements are provided and processes are optimized;
  • Implementation and management of Net Promoter System activities where customer satisfaction regarding various service touchpoints are measured, customer feedback is evaluated, improvement potential is derived and converted into action plans;
  • Secure minimized effort for the customers throughout their aftersales services journey with Vaillant based on developing solutions to reduce amount of work required by customers to get their issue resolved;
  • Ensure ambitious quality level on each customer interaction channel by providing solutions to meet their expectations on perceived service quality;
  • Analyse market and competition in terms of customer expectations and behaviour, service offerings and regulations;
  • Collaboration in development of valuable service products to increase customer satisfaction and loyalty;
  • Close cooperation with Sales, Marketing and within Aftersales Services including coordination of interdisciplinary teams, implementation of workshops, elaboration of communication activities and documentation of relevant processes as well as responsibility of project budgets;
  • Project management in the area of expertise.
 

WHAT YOU BRING ALONG

  • Master degree;
  • You are able to create vision, policy and strategy; 
  • Solid experience in NPS is a must;
  • Previous experience with customer journey mapping;
  • Expirience in a B2C enviroment is an asset;
  • Good knowledge and understanding of Dutch, French and English;
  • Drive to shape our digital future
 

WHAT WE OFFER

  • Possibility to join a market with fantastic potential and in a growing phase;
  • A function in a pleasant environment within a leading company in its market;
  • An attractive salary package with extra legal benefits.
 

 

Dirk Vanuytrecht

dirk.vanuytrecht@vaillant.com

logoleiste
Company:  Vaillant N.V.
City:  Brussel
Country:  Belgium

The Vaillant Group is a global market and technology leader in the fields of heating, ventilation and air-conditioning technology. Join our team of 13,000 colleagues from more than 50 countries who work every day for a better climate – for people at home and the environment. We work on large-scale, innovative and strategic projects. With small, everyday gestures so that we can all play our part. Act global, work global. And become part of a global team. We sell our products in around 60 countries, using ten production and development sites in six European countries, as well as China.

Working for us makes you responsible for the future – your own, and that of our planet. We can offer you excellent conditions.


 YOUR CONTACT: 

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