Customer Experience Subject Matter Expert


Amsterdam, NL
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/07/2021
  • Website:
  • Company Address: Prinsengracht 462B, 1017 KG, Amsterdam, 63996901

About Otrium

It’s our mission to extend the life-cycle of fashion.

We enable brands to turn their unsold inventory challenge into one of their biggest opportunities. We increase the value of previous collections by finding
the right match within our shopping community, dynamic pricing and managing fulfillment services. Through our managed marketplace, brands can
open an online direct-to-consumer outlet store with full control over pricing, merchandising and visibility.

Job Description

About us

Founded and headquartered in Amsterdam, we’re a purpose-led business – we believe all clothing should be worn.

Otrium is the first-class fashion outlet. Our members get access to the most fashionable brands at unbeatable prices, instantly delivered to their doorstep.

Otrium was started in 2015 and has since grown to over 570.000 members, over 200 brands and a team of more than 150. Through an amazing team effort we’ve been able to grow a lot in the past year. Deloitte selected Otrium as the Fastest Growing Company in the Netherlands! Now we’re looking for more amazing people to join our ambitious, committed and fun team to take the next step with Otrium.

Our ambition for 2021 is to become a household name in the Netherlands and launch more countries next to Germany, Belgium, France, UK, Poland and the US. By 2022 we hope that Otrium will be the smartest and largest online outlet in Europe.

About the job

The Subject Matter Experts are guardians of the correct processes within the team within their respective field.

SMEs are also responsible for collaboration with other teams, that influence CEM processes, and working on improvement projects with them. 

The goal of the SME is to support the fast growth of the team and the company, and continuously improving the customer experience through efficient process improvement and bridging knowledge gaps.

Role responsibilities

  • The SME Product & Systems is our expert for all requests and processes related to our website/app and internal systems
  • On a daily basis you will be in contact with both our Tech and Product team to develop and improve workflow and processes for the CEM team
  • Part of your job is also to solve simple tech issues related to our systems and provide assistance to our operations team
  • You own cross-departments projects with aim to increase efficiency and productivity of our support team

About you

  • Great social and communication skills (Fluent English + another European language is a plus)
  • Experience in working in a dynamic, fast-paced environment
  • Experience with process set up, working on improvement initiatives and project management
  • Tech savvy and familiar with modern customer experience management tools (Dixa, Elevio, Klaus)
  • Ability to work with SQL/Python, Microsoft Excel and other computer technologies

  • Good knowledge of the online retail industry and experience in cooperation with multiple stakeholders
  • Emphatic, with a positive attitude with a desire to help our customers
  • Exceptional time management skills, highly collaborative and detail oriented

 Apply for the job

Do you want to join our team as our new Customer Experience Subject Matter Expert? Then we'd love to hear about you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.