Back to Vacancies

Head of Customer Experience and Transformation

Job Description

Transform the customer experience. Bring vision and digital understanding to a high-profile leadership role within a forward-thinking international company.

Samskip will only achieve its business objectives by creating an unbeatable experience for our customers from quote to delivery. This depends on the highest levels of digital business automation and our ability to differentiate the most important customer interactions where there is an opportunity to do so. Are you a visionary and inspirational problem solver who can help us to deliver this within our operational excellence and business transformation agenda? If so, we invite you to find out more about this senior and influential position.

An international platform

Samskip is a truly international company that innovates the most advanced sustainable and multimodal transport solutions across Europe and beyond. Based at our headquarters in Rotterdam, one of the world’s busiest and most important transport and shipping hubs, you will operate at the cutting edge of 21st-century logistics. And, as someone whose role is to bring strategic leadership and innovation, you will be perfectly placed to have a major influence on shaping Samskip’s future success.

Optimizing the customer experience

Your core task in this role is to imagine and implement a best-in-class experience for our customers that contributes to the delivery of our business objectives. This requires you to partner with the Commercial, Operations and IT functions as you develop a Customer Experience strategy that unites our organization and focuses on the experiences that matter most to customers. Digital transformation is at the heart of everything you do, and you work with the businesses to develop and execute a strategy for the management of customer data.

In order to achieve this you:

  • Conduct customer research to support the development and execution of our strategy and gather feedback from customers;
  • Partner with Sales, Operations and IT to drive digital adoption by customers;
  • Analyze and detail our customer data, identifying capability gaps in our customer data and the way in which we handle it.

At all times you proactively mobilize commitment for change and enable the continuous sustainment of change initiatives.

A great place to take the next step

Samskip embodies all the characteristics of this dynamic and fast-moving sector. The atmosphere is busy, open, and collaborative. Every day is different. Above all, you are free to deploy the full range of your talents and achieve ambitions that drive both your success and ours. To that end, you will have access to wide-ranging development opportunities. In addition, we do all we can to ensure a good work/life balance.

Samskip also offers:

  • Market competitive salary including a 13th month;
  • 28 days of annual leave;
  • Company pension plan;
  • Functional tools including smartphone and laptop;
  • Company car;
  • The possibility to work from home for some of the time.

A personal approach to transformation

This is a role for an experienced leader with the valuable strategic and interpersonal skills that will drive and facilitate effective transformation. You must be able to function independently while building the relationships and teams that are necessary to realize these large scale strategic programs. And, because your ideas and decisions will affect the whole company, you will need the ability to influence decision making and ensure buy-in from key stakeholders across a matrix environment. You are also a team player who loves to coach, engage and inspire others.

The more formal requirements are:

  • Master’s degree in Logistics, Economics or similar;
  • At least five years’ experience of developing and implementing customer experience strategies;
  • Strong digital understanding and expertise;
  • Creative problem solver and strong collaborator;
  • Excellent organizational and prioritization skills;
  • Strong interpersonal and English language skills.

Apply today

If you think you think you have what it takes to make a success of this exciting yet demanding role, don’t delay! Click on the button below and send us your CV. If you have any questions about the vacancy feel free to call us on +31 (0)88 – 400 13 93 or send an e-mail to: [email protected]

Apply Now