Digital Contact Model Lead

What will you do?

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.

What is your background?

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.

Want to know more?

We would love to tell you more about this opening!

Bela Cechova

Application procedure

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