In this role, you will ensure that Miele worldwide creates a best-in-class customer engagement experience fully aligned with what Miele stands for and unified across the world, both in digital and offline touchpoints in the strategic customer engagement fields (countries and internal stakeholders). The Customer Engagement Strategist (CES) works closely with the CRM team, Data team, Voice of the Customer team, Brand team, Market Research team, and other internal stakeholders. The CES knows about the possibilities of state-of-the-art Customer Engagement technologies and connects these dots to put internal systems to the best individual use, to reach the highest possible customer engagement levels.
Your responsibilities
- Establish the ideal customer experience for Miele at essential touchpoints in the customer journey and align with all relevant stakeholders, thereby helping the organization move towards a best-of-class customer experience.
- Defining a joint customer delight framework with the CRM-Engagement and Brand team regarding our “Immer Besser” brand promise. Identify the highest potential per use case to create customer delight and business value backed by analysis and data.
- Work closely with the customer data team to provide relevant input for creating a Customer Lifetime Value (CLV) model and return on the Customer Experience (CX) Model.
- Create rites and rituals and establish internal storytelling around the topic of Customer Experience to ensure it will become second nature to focus on CX.
- Developing workshop materials and facilitation for countries to independently learn from customer feedback, defining pilots that improve the overall Customer Experience, and integrating the learnings into the general country culture.
Your profile
- Bachelor's degree in a business-related field. Master's degree preferred.
- Min. 5 years experience in the market of premium consumer goods and CX Strategist role.
- Experience and comfortable working in multicultural and international environments.
- Strong analytical thinker and communicate on a strategic, brand level.
- Data-driven focus, strong attention to detail as well as an eye for the bigger picture, and good at priority-setting with excellent executional skills.
our philosophy
Since being founded in 1899 Miele has followed its ‘Immer Besser’ (forever better) brand promise.
As the world’s leading manufacturer of premium domestic appliances, we create delightful experiences – not only with regard to the quality of our products, but also in terms of craftsmanship and design, performance, technology and sustainability. Miele is represented in almost 100 countries. Throughout the world, the family-run enterprise, now in its fourth generation, employs a workforce of around 20000 people.
Agile, innovative, ambitious, open & tech-savy
MIELE X is a newly launched global Digital Hub and innovative platform where cross-functional teams in the area of Marketing, Sales, Analytics and Technology work together to deliver a delightful customer experience in the digital world.
Located in Amsterdam’s vibrant ‘Zuidas’ business district, we provide you a unique start up environment with an enterprise foundation. If you want to work for a leading, global premium “love” brand and are inspired by shaping and take our global digital ambitions to the next level:
