Head of Online

The organisation

A fast growing telecom operator. For confidential reasons, further information will be provided at a later stage.

The position

As Head of Online, you will be defining the strategy of the company to become a Digital Company - think Online First. You will be responsible for the online sales and service operations, working with the Commercial Online team as well as the Design & Development team (20 FTEs). In addition, you will also have functional responsibility for the Webcare team. The company believes in a best in class online user experience and you will be in the lead in creating an omni-channel customer experience.

The Head of Online is part of the Consumer MT and reports into the Head of Consumer Market.

Key responsibilities

• Create a world-class digital customer experience.
• In the lead for creating an omni-channel experience.
• Drive online sales forward by ensuring efficient order flows and traffic.
• Reduce customer care costs by delivering a best-in-class digital service experience to help customers solve inquires online instead of contacting customer service.
• Ensure high quality UX design for own development team as well as other change teams.
• Deliver high development quality and speed in own change team as well as ensuring high quality development in other internal online development teams as well as external off-shore teams.

Candidate profile

• University degree in Business Administration and/or Technology.
• Experience in managing online operations within a larger organization.
• Experience in the telecom sector is a plus, not a must.
• Able to manage several internal stakeholders & business owners.
• Extensive experience in online sales/marketing/service.
• Good understanding of digital development processes (preferably scrum).
• Good understanding of online user experience and how to achieve this.
• Experience in pushing online service efficiently and using online to drive down customer service costs.
• Able to prioritize work based on business impact.
• Analytical mindset and able to understand how digital platforms are linked together and function.
• Open minded and a good listener – able to translate business goals/targets for a team of direct reports.
• Strong challenger - able to challenge business owners when needed and push for online first strategy.
• Good in multitasking, keeping many projects progressing according to plan simultaneously.
• Put the customer first and able to understand what is good for them.
• Fluent in Dutch and English.

Terms & conditions

Competitive salary package

Interested?

You can apply by using the link below. For more information about the position, you can contact Pearl Borst Pauwels - Chew, Office: +31 (0) 73 615 47 00 or Mobile: +31 (0)6 31 99 32 23.