Customer Experience Specialist (PE-10774)

2021-11-16-Budapest-Ügyfélszolgálat
A munkáltatóról / About the company
Our Client is a multinational and prestigious company in the agricultural sector. To their continuously expanding team in Budapest we are looking for a Customer Experience Specialist.
Pozíció részletezése / Position overview
Job summary:

This role will play an important part in the customer centric strategy. The role owner will support the design and implementation of the Customer NPS initiative globally, guaranteeing the collection and the management of customer feedback as they progress across their journey.
The role owner will also coordinate our efforts in managing our market research within the region and will contribute to the analysis of the VOC and in the generation of actionable insights to support our business strategies.
The role will report to the Director, Customer Research & Insights

What you’ll be doing:

– Manage the existing NPS survey in the region from end to end (data collection, survey management, response processing, case creation, communication), including vendors relationship when relevant
– Develop a fit/gap analysis versus our NPS vision and develop proposals (modus operandi, questionnaire, metrics, timing, channels) to drive towards global consistency in our NPS strategic initiative
– Plan and implement the retained proposals, track the progress, address/escalate potential roadblocks and define mitigation plan to ensure an on-time delivery
– Support the design of our reporting, and collaborate with IT team for the development
– Review current feedback results and identify room for improvement to reach our objectives in terms of response rate, coverage, scope (geographical, product line)
– Review and analyze customer feedback; trigger and allocate cases from customer feedback towards the relevant functions, identify drivers for Customer Experience
– Actively participate in the customer research team meetings; share best practices and lessons-learnt from our projects to enhance our NPS approach and customer follow-up process
– Support the global scale-up of our customer feedback follow-up initiative within each region
– Act as an evangelist towards internal and external stakeholders, fostering change in our customer centric culture
– Support the development of communication and training material to internal and external stakeholders
– Provide training (train the trainers) and support

What you need to have:

– 5+ years of related experience in Marketing, Consumer Insights or Customer Experience mapping
– Experience in planning and managing project
– Ability to analyse and interpret both qualitative and quantitative data in relation to the industry and business objectives
– Logical approach to problem solving; able to draw insights and opportunities from market and customer analysis that can lead to credible recommendations
– Team player, ability to establish strong relationship across the organization and with distribution network stakeholders
– Structured and process oriented, planning skills
– Good communication skills and presentation skills
– Self-starter approach
– Fluency in English language; other languages are an advantage

Nice to have:
– Previous experience with Qualtrics CX platform
– Skills in statistical analysis, and related tools (e.g. SPSS)
– Knowledge of Ag business

What we offer:

– Work from home
– Opportunity to start immediately!
– Internationally oriented, professional working environment
– Opportunity for career development

KAPCSOLAT

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