Digital Contact Model Lead

You will play a critical role in in optimizing Mediq’s digital contact model. As a Digital Contact model lead you will deliver and lead the execution of a clear roadmap of digitalization initiatives resulting in a growth of our customer experience and operational efficiencies.

Tasks and responsibilities:

• Develop and execute a comprehensive digital contact strategy for Mediq Group, encompassing channels such as email, chatbots, social media, web forms, and messaging apps.
• Update on the progress and direction of the digitalization program to country MT level and ExCo level (CDO, CTO, CIO, COO)
• Build a scalable plan for Mediq Group around the implementation of a new CRM tool for Customer support including a ticketing solutions. This includes market relevant CRM providers and lead the negotiations around the implementation.
• Run the digital program to execute the strategy improving customer experience and operational efficiency
• Lead a team containing a data analyst and a business analyst (direct reports)
• Lead a team of multiple project managers from the digital, CCC, IT, and Catman Team (cross functional) to manage the initiatives and together set priorities in the backlog (no direct reports)
• Manage stakeholders on commercial and operational (country) management level, (Head of Marketing, Head of Category management, Head of CCC, IT lead) ensuring the right cross functional priorities 
• Collaborate with various departments, including marketing, Category management,  customer support, IT, and product development, to ensure alignment and seamless integration of the digital contact model across the organization.
• Act as a liaison between departments to gather requirements, communicate updates, and address challenges.

You thrive in complex and international environments in which you don’t hesitate to take responsibility and a leader position while managing stakeholders as this comes naturally to you. You are a People manager who goes the extra mile to get results and see yourself as a (analytic) problem solver with business acumen. You also have:

• A completed MSc education, preferably in business management
• Knowledge of and experience in digital contact management and designing a digital omnichannel
• Strong analytical skills and knowledge of IT and data landscape
• Experience with agile working methods and interacting with stakeholders
• A good command of the English language and preferably also the Dutch language.