At Swapfiets we believe in service, the best possible service. In this way we think we get happy customers. We believe that a carefree experience ensures that our customers undoubtedly want to keep their monthly subscription. In short: service, service, service & bicycles.
In order to be able to deliver this service even more tailor-made, we are looking for a Service Business Developer, who devises and implements standards in the way that we have in mind. You make sure that the service level for Swap bike is set higher than it already is and that our customers get the carefree cycling experience that we promise.
You breathe service, are a project-based genius and you love Swap bike. The most important thing is that we can rely on you to make sure that service remains a concept in our organisation and that this is translated into action and on paper. Are you ready to take this opportunity?
You're a pioneer, but you don't do it alone. Together with our Operational & Service development team, you will map out the perfect 'customer journey'. In order to generate new ideas for the development of this 'journey' and the service we offer, you will have a conversation with various people within our organisation. You rely on other teams to create and/or implement these new developments. Together with the operation, the SwapDesk (our customer service), Retail Development and Team Tank, you will ensure that these standards are worked out in detail and are easy for our staff to grasp. It is up to you to unite all departments to pursue the same goal: service on top of mind!
You act as a product owner to collect, prioritize and execute all service development initiatives;
You translate our service promise into tangible service standards for all our target groups;
You make sure that the service part is given a prominent place when Swapfiets introduces a new proposition;
You make sure that the interaction we have with our customers once every 8 months is more than enough for the customer to stay for another 8+ months;
You like to take the lead in international implementations in service initiatives;
You are often looking for and recording the ideas and opinions of our customers;
You are the customer's advocate. In other words, you make sure that you represent the voice of our customers and translate it to the head office.
You have more than 3 years of experience in the field of project management;
You prefer to have experience in a company whose business model depends on a great service;
You will be able to manage different departments and inform them about your location and status updates;
You are inspiring. You have a clear vision on service, or you are able to create one;
You bring people together and you find it easy to work with people from different backgrounds;
You speak and write English and Dutch fluently;
You have the ability to facilitate the generation of ideas and know which opportunities you can and cannot use;
You are familiar with a fast-paced environment with tight deadlines;
You are proactive and addicted to challenges. With your optimism you know how to motivate and lead people, but also how to move naturally within a team. Where some people see a problem, you see a challenge;
You are flexible. Just like a captain at sea, you know how to deal with sudden changes, but always keep an eye on the destination.
Salary that fits your ambition;
A free Swapfiets;
Travel allowance (from a commuting distance of 11 km);