As our Customer Experience Data Specialist you will provide updates on CEM (Customer Experience Marketing) data insights in our daily CEM Stand Up. You will also lead and prepare information for our Weekly System and Analytics meetings with relevant internal stakeholders.
Are reports and dashboards related to customer data your expertise? Are you structured and always looking for valuable insights? Do you want to further develop your analytical skills through training, workshops and project management? Apply today!
About this role
Our Customer Experience Data Specialist is responsible for managing all systems used by the Customer Experience team (Dixa, Elevio, Klaus, Jira etc.) and analyzing the customer related data for every market. You are the owner of Customer Experience Reporting, Dashboards and Data Aggregation systems. In addition, you will cooperate with Business Intelligence and Tech teams in solving complex data or system related issues.
Manage and optimize all CEM data, related to customer service on all communication channels and on all markets;
Report on CEM performance, customer feedback and system issue analytics;
Support the CEM Leads and Managers in understanding the data from Dixa and translate them into actionable insights;
Troubleshoot systems and data issues through the Jira system, and escalate them to the appropriate department if needed;
Own regular internal (BI, Tech, CI) external (Dixa, Klaus, Notion) related to the data and system management within CEM;
Work on cross-department projects related to dash-boarding and data analytics activities;
Collaborate with main internal and external stakeholders to make sure the data reflects the most relevant KPIs and metrics.
Experience, knowledge & skills
This is not your first job, preferably you have about 1-3 years experience in a similar role;
You have good knowledge of MS Excel, Google sheets (pivot tables, indexing, visualization);
You have worked with ticketing systems like Jira. Knowledge of omnichannel customer service tools (like Dixa) is a nice to have
You have experience with presenting data in a simple and understandable way to management and other departments.
You have great communication skills, positive energy and love to inspire your colleagues;
You are passionate about analytics and deep diving into data;
You are extremely proactive and are eager to bring your ideas to working solutions;
You pay attention to details and your work is organised;
Learning new things is part of who you are.
Founded and headquartered in Amsterdam, we're a purpose-led business – we believe all clothing should be worn.
Right now, lots of fashion stays unsold. For the resources that went in and for the people who miss out, it's such a shame. We're here to fix this. We are an online fashion outlet marketplace and we tech-enable designer brands to find an owner for every item they produce.
We give brands an online outlet channel and digital tools to smartly connect dynamically-priced end-of-season collections with fashion-lovers. Then we give them the data so they can reproduce most-wanted items.
Our app re-imagines outlet shopping helping customers easily find reduced-price gems. We give end-of-season fashion a new start, which is smarter for the wardrobe, smarter for the wallet and smarter for the industry.
What it's like to work at Otrium
You will be part of an enthusiastic and highly ambitious team with a growth and entrepreneurial mindset;
The possibility to learn, grow, and contribute to one of the fastest-growing startups in Europe, and soon the US (with your help!);
Freedom and responsibility: we believe in ownership, so we will give you full responsibility to make sure you can get the job done;
You'll be working with very talented colleagues - in a different time zone - that know what they are doing as everyone has experience at other amazing fast-growing companies;
Next to working together, we celebrate our success together. With every target we make and record we break, we celebrate!
Excited about what you're reading? Let us know more about who you are and why we should work together! Apply now!