Laka

Customer Success Manager

• **Wat je gaat doen:**
• - Klanten (en geïnteresseerden) helpen via webchat en e-mail met vragen over Laka’s **fietsverzekering**, producten & services
• - Leden helpen bij het **indienen van schades** en hen begeleiden bij **vervanging of reparatie** van fietsen en uitrusting — direct via ons of in afstemming met derden (winkels, fabrikanten, distributeurs, etc.)
• - Intensief samenwerken met het CX-team in VK en NL voor een **vlotte, naadloze ervaring **voor onze leden
• - Feedback van The Collective verzamelen en vertalen naar **actiegerichte inzichten** voor CX en andere teams

Customer Success Specialist, Dutch, English

Chief Marketing Officer

• Develop targeted lifecycle marketing campaigns and manage essential customer communications
• Optimise website content to enhance conversion
• Design automated workflows and nurture streams leveraging CRM tools to create seamless customer journeys
• Ensure website effectively communicates product benefits and maximises conversion into the product experience
• Be accountable for essential transactional customer communications
• Use CRM tool to set up triggers, rules, and workflows that guide customers through their journey

Growth Marketing Executive

• Laka: founded 2017 to transform bicycle insurance by connecting cyclists into a collective that fairly shares costs
• Customer Experience (CX) sits at the heart of Laka and supports members when things go wrong
• Be first point of contact for general and claim-related enquiries
• Support customers and potential customers with product and service questions via web chat and email
• Help members file claims and guide through repair or replacement, coordinating with third parties (shops, manufacturers, distributors)
• Collaborate with CX teams across the UK and NL to provide a swift, seamless member experience
• Collate member feedback and produce actionable intelligence to support decision making across the business
• Work in squad-based projects with Marketing, Product, and Technology teams

Customer Success Specialist, Dutch, English

Growth Marketing Executive

Customer Success Specialist, Dutch and English Speaker