Channel Experience Lead

Who we are

A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.

We've sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.

We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.

About the role

The channel experience lead uses their customer obsessed mindset, project management skills, and product mindset to improve customer experience and build an omnichannel strategy for Catawiki’s users. You have frequent contact and communicate with internal stakeholders while being an advocate of the customer. You provide regular status reports to track project progress against goals, objectives, and timelines, handling multiple projects and tasks in parallel.

What you’ll do

**Channel strategy**:

- Analyse customer channel preferences and channel performance across key metrics
- Implement sustainable improvements in the channel strategy with the end goal to delight our customers
- Develop future strategy for channels including self service, chat, chatbot, phone strategy, and generative AI
- Identify potentials for new improvements and create actionable improvement proposals
- Support implementation of channel strategy including A/B experimentation, root cause identification, and implementing solutions
- Work closely with the product team to identify areas of further development of new channels
- Provide improvement recommendations that are based on best practices and industry standards, continuously monitor the new trends to inform current decisions

**Project Management**:

- Manage & further evolve current projects
- Plan & execute new projects in line with company strategy
- Analyse results of current and future projects and report back
- You take care of our project and action management platform to provide structure, clarity and clear ownership of responsibilities
- You develop project scopes and objectives, involving all relevant stakeholders, and ensuring feasibility
- You coordinate internal resources for the flawless execution of projects within the allocated time frame.
- Guide your stakeholders in defining and delivering clear requirements.
- Delegate and monitor a range of tasks and requirements to a variety of internal teams.
- Ensure consistency and quality of projects and use a data-driven approach leading to the identification of clear problem statements and the implementation of potential solutions.

What you’ll bring
- 5 years experience within a customer support environment, product operations, support channel strategy implementation
- Strong experience in customer journey mapping, agile iterative development, A/B experimentation
- A strategic and analytical mindset
- An excellent communicator with top-notch presentation skills
- Dynamic thinking and problem-solving abilities
- Confidence in your abilities to lead organisational change
- Excellent organisational skills and ability to meet tight deadlines
- Detail-oriented, proactive and hands-on mentality
- Product mindset will be a plus
- Prior experience with AWS Connect will be an added advantage

Here’s what we can offer you

This is your chance to join our mission to fulfil people’s passions, as part of a young and dynamic organisation. You'll be part of an enthusiastic, highly-motivated team of 800+ Catawikians. Additionally, you can expect:

- A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
- Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
- Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
- Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
- We care about our teams’ wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
- Tailored learning and development opportunities to support your personal and professional growth;
- We want to help you celebrate special occasions in life by:

- providing employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
- Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
- Additional leave allowances for important life events such as moving, engagement & marriage;
- Each year Catawikians get an add