Client Satisfaction Operations Executive

  • Competitive
  • Amsterdam, Noord-Holland, Netherlands
  • Permanent, Full time
  • TMF Group
  • 21 Mar 19

Client Satisfaction Operations Executive

Job purpose

As a Client Satisfaction Operations Executive, reporting to the Marketing Operations Director, you will help support the Client - Continuous Improvement Programme (C-CIP). Key stakeholders will be the Marketing Operations Director and the TMF Group Country Managing Directors. As a Client Satisfaction Operations Executive you work closely with the Assistant Operations Manager, to ensure that the survey process is run as an independent survey annually across all countries together with our specialist surveys. The C-CIP is a critical programme for TMF Group and is the voice of the client within the business.

Key responsibilities

  • Support the execution of the C-CIP programme, liaising with the supplier and the countries to ensure that survey samples are available on time.
  • Ensure all that client feedback is managed appropriately within the group and new surveys are rolled out in a professional manner.
  • Keep the team updated with Client feedback trends/innovations that may improve our programme
  • Ensure that Internal stakeholders are updated when feedback is poor or needs immediate attention.
  • Provide reports and insight to internal stakeholders after each survey cycle highlighting issues and trends.
  • Help support a proper reporting process and survey visibility that includes building dashboards for various users

Key requirements
  • University graduate
  • Experience in data analysis, data visualization and reporting
  • Experience in Client feedback programmes
  • Excellent written and spoken English
  • General interest in the professional services sector
  • A solid knowledge of another language besides English is highly desirable (preferably Spanish or Portuguese)
  • General interest in professional services market
  • Good numerical skills essential
  • PC skills in MS Word, Excel, PowerPoint
  • Good communication skills coupled with the ability to liaise with people internationally, through spoken and written channels and at all levels.
  • It's a plus if you have experience with Client Satisfaction software (Qualtrics or Satmetrix)
  • Ability to work in a complex organisation and manage uncertainty, deal with different cultural backgrounds
  • Competencies: Stakeholder management, self-starter, ability to work with minimal supervision, presentation, problem solving and negotiation skills, detail oriented, insight driven, and project management skills.

Working at TMF Group offers:
  • Excellent working conditions: good work-life balance;
  • Learning opportunities: you will work with highly experienced colleagues who are ready to share their knowledge, and will receive the opportunity to work on diverse and complex client requests. You will also be able to apply for and be supported for training;
  • Value-driven work environment: you can expect integrity and respect from all your colleagues and your leadership team;
  • Teamwork: an environment where we learn from our mistakes and work together to improve our processes continuously. A no-blame culture where teamwork is important, valued and lived daily;
  • Ambition: we are a growing company in which we constantly look for the next opportunity and where all ideas are welcome.