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Digital Servicing Manager

Mission:

The Digital Servicing Manager is responsible to define and develop the digital servicing strategy with objectives to increase the online NPS (Net Promotor Score) and to reduce servicing costs.

Tasks:

  • Define the digital servicing strategy in close collaboration with the different units and more especially with the Customer Experience, Marketing, Operations, Social Media and IT team. 
  • Map the customer journey and analyze the touch points within the organization with regards to servicing.
  • Advise management on opportunities to be integrated in the roadmaps. Propose recommendations for digital servicing, based on a well-founded analysis and taking into account the financial impact, business priorities and unit strategy.
  • Lead and implement the transformation plan from physical towards digital operations. E2E responsible for the successful implementation of the digital servicing projects. Define and document key requirements for the digital servicing roadmap in alignment with the different units and more especially with the Customer Experience, Marketing, Operations, Social Media and IT teams.
  • Stimulate the use of all digital servicing tools within the organization.
  • Select external business partners in close cooperation with the responsible IT and liaise with the most important suppliers in order to realize the targets and projects within set timing and budget.
  • Oversee the different digital servicing implementations together with IT. The Digital Servicing Manager is E2E responsible for the successful implementation of the digital servicing initiatives.
  • Advise the Test Manager and Test Coordinator on Digital Servicing testing strategies and translating requirements into test scenarios.
  • Act as advisor for Brussels Airlines for the digital servicing experience. Follow trend and new technology in the digital servicing area.
  • Reports to Head of Digital Servicing & CRM.

Profile:

  • Master degree (Business or IT) or equivalent through experience in a related function.
  • Experience as product manager, business analyst and/or excellent business requirements definition skills.
  • Excellent knowledge of English, both spoken and written.
  • Excellent spoken and written communication skills.
  • Assertive, ability to take ownership of the job and to work autonomously, flexible and able to cope with an ever changing environment.
  • Able to work under pressure in a busy environment and perform the necessary flexibility in favor of our operations;
  • Open-minded & team player.
  • Out of the box thinking.
  • Interest for new technologies.
  • Customer minded.
  • Pro-active attitude.

Interested in this challenging position? We look forward to receiving your CV & motivation letter!


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