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EMEA customer systems business analyst

Ostend/Anderlecht - Belgium

Feel like taking on new horizons? Then we might have the perfect job for you, here at Daikin Europe !

Daikin is the leading heating, ventilation and air conditioning manufacturer.

Within the EMEA headquarter, the Marketing & Customer Department is responsible for the marketing & customer EMEA strategy, set up & monitoring of digital technologies and innovation in order to help grow sustainable business and to make it easy for our customers to do business with Daikin. All of this in close cooperation with our affiliated companies throughout the EMEA region.

Within the Marketing & Customer department, the section Customer Experience is managing B2B & B2C customer systems. As we are at the beginning of a big digital transformation project in the Customer arena, we are looking for an EMEA customer systems business analyst to reinforce the Customer Experience section.

 

This position is based in Brussels (Anderlecht) or Ostend but with frequent travel between the 2 sites

Job content

As an EMEA customer systems business analyst you will be in charge for the further implementation, adoption & future development of our B2B and B2C customer platforms of which the customer engagement platform is the first focus.

 

You role includes:

  • Implement the customer portal and ticketing component of the customer engagement platform in the different Daikin affiliates throughout the EMEA region (B2B and B2C) with a clear focus on customer experience and with a proven ROI.
  • Monitor and improve the systems adoption rates through clear cooperation with all affiliate sales organisations and timely action plans
  • Suggest improvements to the current systems based on user feedback in order to come to improvement tracks and new development
  • Translate the strategy into a quarterly action plan and define clear targets per platform per country
  • Setup monthly action plan/follow up meetings with the different country organisations to motivate the increase of performance and usage (in line with the set targets).
  • Monitor the NPS (Net Promotor Score) performance of the various platforms compared to the set targets and use it as a base for improvement plans where required.
  • Prepare the reporting and the communication on the actual results and future targets towards the different stakeholders (sr. management, countries,…)
  • Propose and implement UX improvements & functionality scope increase , based on customer insights.
  • Create and animate a B2B & B2C Daikin Customer Systems communities composed of different local Customer Systems responsibles.

Profile

  • Master degree in (commercial) engineering, economics, IT or similar with proven experience.
  • Knowledge on SAP C4C, SAP R3 SD, other any other ERP systems is a plus.
  • You are a good communicator with good presentation skills and can bring people together
  • You like to think and act from the customer perspective
  • You have strong analytic skills and a “can do” attitude
  • You are a team player, but you can also work independently.
  • You’re not a fan of status quo, you’re continuously looking for improvements and out-of-the-box thinking
  • Good knowledge of written and spoken English is a must. Knowledge of another European language is a plus.
  • You are OK with short stays abroad.

Our offer

At Daikin, you can count on a varied job with an international market leader that stimulates its people to grow and to work together. We offer you an open ended contract. You will be given extensive training and will be well supported from the start. The position carries a competitive salary and a package of extra-legal benefits. A car can be part of the package.

 

Interested in joining our team?

You can apply here or by sending your CV to jobs@daikineurope.com

See you soon!

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