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Customer Care Manager Amsterdam Netherlands

Customer Care Manager

Radarweg | Amsterdam | Noord-Holland | Netherlands | 1043 NT

About us

At Fontem Ventures our purpose is to deliver a better alternative to smokers around the world. 

Fontem Ventures is an innovative consumer goods company and, as the owner of the e-vapour brand blu, a leader in vaping technology. Our business is headquartered in Amsterdam with more than 200 employees working across head office and , Fontem US in Charlotte  with research labs in Liverpool, Hamburg and Beijing. 

The role

The Consumer Care Manager is responsible for setting and achieving Consumer satisfaction & conversion targets across Europe and the rest of the world by managing the external Consumer Service provider TTEC.

 

Working closely within the Digital team the Consumer Service Manager feeds back to all key stakeholders including Quality Manager and key stakeholders from Sales and Marketing Europe.

 

Building KPI’s and ensuring they are met including driving conversion on the Digital platforms. It’s not just a Customer Care role, you will be the potential Product Owner.

 

 

Key accountabilities

  • Translate Consumer feedback vertalen to strategy and road map
  • How to transform all info into one brand service proposition 
  • Ensure Consumer Services is continuously using innovative ways through technology and interactions to get consumers into the Eco System
  • Report back to stakeholders on status of third parties and act as a consultant where you provide insights and recommendations
  • Drive the adoption of blu – in every lifecycle – and increase consumer satisfaction
  • Feeding into Key Projects from a Consumer Service perspective “Be a voice for the consumer”
  • Drive consumer conversion through new Customer Care function interaction- direct consumer communication
  • Initiate the provision of support on products, complaints, campaigns and loyalty Programs for the Customer service department

Skills & experience

  • First-hand experience of Customer handling in a high paced environment
  • Worked within agile environment, can adjust to new way of working and highly flexible
  • Solid knowledge how to translate campaigns
  • Worked within FMCG prior
  • Experience with working with third party before
  • Must have Product knowledge vaping products
  • Training skills
  • Fluent in English, written and verbal
  • Experience working with multiple markets.

What we offer

An amazing compensation package, and many opportunities to grow in the company!

Also, a fun office environment with a family vibe where you will enjoy monthly events such as our ugly Christmas jumper competition, office massages, and surprise pizza parties.

 

You’ll be working in an environment that values hard work, self-satisfaction, and happiness!

 

Best of all you have the opportunity to help shape our culture for the future. We have a multicultural environment where openness and diversity is encouraged – from new starters all the way to the CEO.

Next steps

If this role speaks to you, then say no more and apply! 

We can't wait to see your CV :)

Apply Now

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