Job Category: Customer Care and Technical Service
Location:
Brussels, Brussels-Capital Region, BE
With us, you will find opposites that attract: A global group for innovative heating, ventilation, refrigeration and air-conditioning systems, where you are on a first-name basis across all hierarchies. A stable employer, alongside of whom you can develop yourself dynamically. With cultural diversity instead of simplicity. Where you can not only have really good ideas, but can also implement them.
As a CIC Customer Data Analyst for Sales you will play a pivotal role in enhancing the performance, efficiency, and customer experience within the Sales domain of the CIC (Customer Interaction Center = Contact Center and Self-Service Interactions).
Your role is aimed to enable the organization to reach several high-impact strategic goals, like to improve Daikin reachability, increase customer satisfaction and generate sales.
You will work closely with the CIC governance team (CIC = Customer Interaction Center = Contact Center and Self-Service Interactions), providing support with your actionable insights, and driving continuous improvement across our global operations (whether it’s optimization of sales processes, governance, or customer engagement initiatives).
Sales Governance & Implementation Support Prepare and support the implementation of the FU30 CIC framework by aligning roles and responsibilities within Sales governance structures.
Data Insight Process Design Develop and formalize a process for capturing, analyzing, and utilizing customer and sales data insights to inform decision-making and strategy.
Support CX Initiatives Actively participate in monthly CX meetings, coordinate the analysis of customer feedback, and summarize findings to identify improvement areas and propose actionable steps.
Process Improvement Initiatives Identify, initiate, and support at least three process improvement projects aimed at enhancing sales efficiency, customer experience, or operational effectiveness.
Outbound Sales Pilot Design and execute a pilot outbound B2C sales action, leveraging data insights to target and engage customers effectively.
Quality Review and Ticket Analysis as support to Affiliates
Support quality assurance activities such as call reviews and process evaluations.
Analyze customer tickets to extract insights, identify inefficiencies, and recommend process enhancements.
Assist in resolving high-priority issues and escalate when necessary.
In your first year, you will be expected to:
Lead the preparation and rollout of the FU30 CIC Sales governance model, ensuring clarity in roles and responsibilities.
Define and implement a repeatable process for data insight capture and usage across Sales operations.
Launch and monitor a minimum of three process improvement initiatives with measurable impact.
Plan, execute, and evaluate a pilot outbound B2C sales campaign , using insights to refine future actions.
Your Profile**
We are looking for a proactive and analytical professional who thrives in a dynamic, cross-functional environment. You should be passionate about using data to drive sales performance and customer engagement.
Experience in data analysis, preferably within a sales or commercial operations context.
Strong understanding of sales processes and customer engagement strategies.
Proficiency in data visualization and reporting tools (e.g., Power BI, Excel).
Ability to translate data into actionable insights and strategic recommendations.
Familiarity with CRM/ ticketing/ telephone systems (e.g., Salesforce, SAP, Genesis).
Experience managing or supporting process improvement initiatives.
Knowledge of customer journey mapping and sales funnel optimization.
Strong communication and stakeholder management skills.
Experience working in or with Contact Centers or in Customer Service environments is a strong plus. Alternatively, a demonstrated interest in customer experience is highly valued.
A Master’s degree in a relevant field (e.g., Business Analytics, Data Science, Economics, Engineering) is a plus, but not a strict requirement.
Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People.
Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.
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