Customer Experience Coordinator, eCom Operations

Requisition ID 1886 - Posted - Denmark - Marketing / Brand / Digital - Mid-Senior Level - Kongens Lyngby, Denmark

Join us to apply your expertise in a dynamic, international environment alongside highly skilled professionals, delivering exceptional customer experiences.

As part of the Global eCommerce team within the wider Retail organization, you’ll collaborate with a talented global team, driving key initiatives that enhance customer satisfaction, build customer loyalty, increase sales and elevate our brand. From optimizing the unboxing experience to implementing cutting-edge omnichannel services, you’ll play a crucial role in shaping the future of our eCommerce platform while supporting our broader retail goals.

Key responsibilities

• Enhance customer satisfaction to ensure a premium shopping experience by making the process more intuitive and enjoyable, leading to higher customer satisfaction.
• Optimize packaging, unboxing experience and value-added services to deliver a memorable shopping experience that enhances brand image.
• Implement omnichannel services including the development of essential services, like "click and collect," cross-channel returns, and consistent branding, to ensure a seamless service experience across all platforms.
• Implement customer feedback system. Establish a feedback collection system for ongoing optimization, identify weaknesses in customer experience and drive continuous improvement. Ongoing tracking of CSAT and NPS scores.
• Liaise with customer service to serve as the primary liaison to the Customer Service team, managing all escalations related to eCommerce, pro-actively ensuring that orders are fulfilled and delivered as promised.

What you bring

• Customer-centric mindset with a strong passion for delivering exceptional customer experience and continuously improving the customer journey.
• Self-driven and proactive with ability to take initiative, work independently, and drive projects forward without constant supervision.
• Experience in eCommerce and preferably retail, including a solid understanding of eCommerce and retail operations, and ideally with prior experience in enhancing customer satisfaction through innovative solutions.
• Project management skills, including the ability to manage multiple projects simultaneously.
• Enhanced communication and collaboration skills. Excellent communication skills to liaise effectively with cross-functional teams, including customer service, marketing, and retail teams.
• Analytical skills and proficiency in analyzing customer feedback data to identify trends and areas for improvement.
• Problem-solving ability such as capability of handling escalations and ensuring swift resolution to customer issues to improve overall customer trust.
• Experience in the luxury segment such as familiarity with the unique demands of luxury customers, with experience in maintaining high standards and delivering premium, brand-consistent experiences is a plus.

What we offer
You will join a team of dedicated Ecommerce professionals, and you will be given the opportunity to work in a dynamic role that has a significant impact on shaping the customer experience on our eCommerce platform. You will work out of our offices in Lyngby, and here you will have the opportunity to interact with other colleagues from different countries and departments.

With approximately 1.000 employees, Bang & Olufsen is an agile company that gives room for individual flexibility and decision-making. Our hierarchy is flat, and our communication is open and trustworthy. We believe in mutual respect and with a unique pool of people coming from +55 countries we aim to build a more inclusive workplace to grow as professionals and as a company and remain innovative.

Compensation: Competitive salary and benefits package.
Location: Kongens Lyngby, Denmark.
Start date: As soon as possible.
Travel: Approx. 5%

How to apply
Submit your CV and application in English by pressing the ‘Apply’ button. Applications are assessed continuously, so please apply as soon as possible and no later than 27th October 2024.

At Bang & Olufsen, we believe in equal opportunities for all. We encourage applicants to focus on their qualifications, skills, and experience when submitting their CVs. Please refrain from including personal information such as photographs, marital status, or gender. Our hiring decisions are based solely on merit, and we are committed to fostering a diverse and inclusive workplace where everyone has an equal chance to succeed. If you see yourself in the position and believe you have the potential to support build B&O's future, even if you don't meet all the requirements, we sincerely encourage you to apply. We look forward to hearing from you!

If you want to know more about the position, you are welcome to contact our TA Consultant Nina Vestergaard on [email protected]. Please do not send your CV and application to this e-mail directly as these will not be taken into consideration.

Read more about our recruitment process and explore your career opportunities within Bang & Olufsen here.

Bang & Olufsen has for more than 99 years developed luxury audio products that change moods and inspire minds. With offices in Denmark (headquartered in Struer) and the rest of the world, Bang & Olufsen is determined to create products that push the boundaries of audio technology. To this day, every product is still characterized by the unique combination of beautiful sound, timeless design and unrivalled craftmanship.