Customer Experience Coordinator, Customer Success and IT Projects

Maison Dandoy is recruiting! Join an emblematic Belgian company, specialized in the art of artisanal biscuit making since 1829. 🍪
We are looking for a passionate professional to strengthen our team and help deliver an exceptional customer experience across all our sales channels.

👉 Your Mission

You will be the guarantor of a remarkable customer experience by ensuring quality support to our customers, stores and internal teams. You will also lead strategic projects aimed at continuously improving our customer journey and our business/IT tools.

👉 What you'll do every day

Operational Support Management:

💛 Customer Care:

• Be the first point of contact for our customers across all channels (email, phone, social media)

• Design and optimize our customer relationship processes for a seamless experience

• Turning every complaint into an opportunity for improvement

• Manage our satisfaction indicators (NPS, customer reviews) and propose concrete actions

• Orchestrating our newsletter communications to maintain the link with our community

🤝 Store Support:

• Centralize and prioritize the needs of our points of sale

• Manage the equipment and materials of our shops, workshop and office

• Provide technical support on our tools (especially Odoo)

• Effectively disseminate all important information to the field

Business & IT Project Management:

• Carry out projects to improve the customer experience from A to Z (loyalty programs, pop-up stores, etc.)

• Coordinate the evolution of our IT tools in collaboration with the developers

• Define business needs, plan and monitor developments

• Create documentation and train teams on new features

😊 Your personality:

• Customer service in your DNA : you have empathy and a sense of service in your body

• Organized and rigorous : you know how to prioritize and manage several projects simultaneously

• Proactive and proactive : you anticipate needs and propose solutions

• Unifying : you know how to collaborate with all types of interlocutors, even without a hierarchical link

👌 Your skills:

• Proficiency in CRM and ERP tools (ideally Odoo) - a real plus!

• Retail and e-commerce vision : you understand the challenges of modern commerce

• Data analysis : you transform figures and feedback into concrete actions

• Excellent communication : both written and oral, you know how to convince and explain

1. Sort CV

2. Phone interview

3. Interview with HR and the manager

4. Welcome!