Customer Experience Manager
Human Factor
ΑΘΗΝΑ
πριν από 3 μέρες
source : applymycv

Ημερομηνία ανάρτησης αγγελίας : 25 / 7 / 2019

Our client is seeking a Customer Experience Manager () to work with a team on changing how customers think, acts and satisfies their needs.

Our client is one of the major multinational retail chains operating in Greece for the last decades.

The Role

You have an innate desire to bring a 360 view of our customers to the forefront of business and an instinct for both leading others and converting data from disparate sources into consumable and actionable insights

You will collaborate with a variety of teams across the business, developing long term relationships with internal stakeholders to identify high impact areas for further actions.

You will also work with a variety of business areas to collect insights to understand the needs, behaviours, desires and experience of customers.

As a core responsibility, you will create an impact on the organization by applying comprehensive knowledge of experience strategy principles, to synthesize customer research, robust data analytics, business modelling and competitive / market intelligence.

You are curious at heart, flexible, detail-oriented, and able to work under tight deadlines and approach your profession with a service orientation and desire to teach and inform others.

The ideal candidate has demonstrated insights and analytics experience is passionate about customer centricity and loves data

Responsibilities

  • Maintain relationships with stakeholders across the organization to understand and champion how client insights are collected and leveraged
  • Deliver insights in the form of engaging and creative presentations and read-outs to internal clients and stakeholders
  • Integrate solicited and unsolicited / transactional client data, including (but not limited to) periodic and continuous customer feedback, operational data, digital and care / service data, client initiative feedback and more
  • Design, generate and analyze customer experience / satisfaction KPIs
  • Define Customer Experience priorities in alignment with Customer Strategy
  • Map end-to-end Customer Journeys
  • Design and Control optimal Customer Experience across all touchpoints
  • Empowers internal Customer-Centric Culture
  • Qualifications

  • Typically 4+ years’’ experience with increasing accountability in the field of customer experience
  • Familiarity with the retail industry and or telecommunications / banking etc
  • Related academic or professional background (degree in Marketing, Social or Behavioral science)
  • Financial acumen and aligning insights to market performance and potential financial impact a must
  • Strong written and presentation skills including the ability to break down complex data into ’’big picture’’ themes
  • Strong analytical, problem-solving and project management skills
  • Ability to organize and prioritize while working on multiple, simultaneous projects of varied size and complexity
  • Strong team player
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