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EVI VAN DE VLOED – CX MANAGER AT WW MY 'CUSTOMER EXPERIENCE' AS CANDIDATE

Frauke Taverniers 15-12-2020

 

It all started when I read the incognito job description. I had been actively looking for my next permanent role for a while, which gets harder with age. The more experience you gain, the longer your “perfect job” checklist gets, especially when you want to combine this with having a family. At previous employers, I’ve always filled challenging roles combined with a certain package. This all made my requirements very specific and my search difficult.  

As soon as I read the job description, I recognised the company. WW had been on my radar for a while as a potential future employer. I continued reading the CX Manager vacancy and developed the “this is my next job” feeling. It combined all the aspects on my wish list: WW as company, Breda as location, a Benelux structure and lots of people management.  

I jumped up to reach for the phone, called the M18 office, asked to be connected to the recruiter responsible for this project and was immediately passed on to the right person, Frauke. After a short screening over the phone, I was asked to send my CV. Knowing that I had a strong Marketing & Sales focussed CV, and that Operations and People Management were less visible, I reworked my CV to make these aspects stand-out. Frauke and M18 moved quickly and called me back as soon as they received the updated version. After a more detailed screening they scheduled a meeting that same week.  

I was introduced to WW where I had my first meeting with the managing director Benelux Olivier De Greve and the HR Manager, Linda Mol. I was then presented to the CFO, and afterwards had several virtual meetings with the international team. It was an intense and rather long process because of the complexity of such international organisation. This was a very exciting period for me, I remember even having virtual meetings while I was on holiday with my family. With every meeting my interest in the opportunity grew!  

Props to M18 for guiding me through this phase by giving me constant feedback and trying to fix every next meeting as soon as possible. And especially for delivering the news that they wanted to hire me! What a relief!  

When I started on the 2nd of January everybody told me “this month is the busiest of the year, so be prepared!”. Looking back, I always laugh at this statement because two months later Covid-19 broke out in the Benelux and we had to work even harder. But even in this difficult and unique situation I had a great onboarding. Everyone took and made the time to explain and were very patient with me. The entire management team was always ready to help and so were my Area Managers. My onboarding was an excellent mix of being at the office, on the road and working from home with a large variation of tasks as well.  

Today I have been working at WW for about 9-10 months and time really flies. I start every Monday, blink a few times and it’s the weekend again, never a dull moment. Currently WW is innovating and digitalising rapidly, so there is a lot of change to manage which gives me positive energy. My colleagues are also great to work with, you can see it is a very human organisation where people make time to check in with one another. The culture really matches my personality and makes me want to fully invest myself!  

I’m now managing the Area Managers and the program team. In the near future, the Customer Service team will be added as well, my CRM experience will come in handy here! I’m planning on having a long future at WW. My past employers often spoke of AGILE, WW doesn’t, they just ARE an AGILE organisation so there are definitely still a lot of challenges to come my way. 

Finally, some feedback for M18. I am very grateful; you guys looked further than just my CV and took the time to understand my experience and personality. This is something I try to do myself when hiring people for my team, and unfortunately, it does not always happen in recruitment so thank you so much!  
The M18 approach is very personal, human and sincere. The contact with Frauke was always very pleasant and showed a level of empathy for me as a candidate but also when I became client. M18 and Vivian especially showed great knowledge of their client. They were able to assure me of the great compatibility with the company but also with Olivier as a manager because he had been a candidate in the past as well. I also appreciated the fact that M18 tried its best to speed up the process when possible. I will definitely work with M18 in the future if we need to hire someone within the CX team!   

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