CUSTOMER EXPERIENCE COORDINATOR H/F
Descrizione dell'offerta di lavoro
Your role will emphasize cooperation across teams, with a focus on leveraging Voice of Customer (VoC) and customer experience (CX) tools to support initiatives that enhance commercial excellence.
Manage Voice of Customer Tool Promote the VoC tool and best practices within Saint-Gobain's businesses.
Onboard new business units and support their VoC program deployment Collaborate with external vendors (e.
., Medallia) to manage VoC projects.
Develop and share consolidated dashboards to give key stakeholders visibility into VoC insights for decision-making.
Explore, promote, and implement new VoC functionalities to improve customer experience and business performance.
Animate the community to ensure the tool’s relevance across businesses and regions, while facilitating collaboration.
Create and update educational materials to help teams maximize the VoC’s impact.
Collaborate on Actionable Insights and Projects Analyse customer data Work transversally with business units, Commercial excellence colleagues and Marketing & Development to provide VoC insights that will lead to actionable plans when relevant.
Support customer experience initiatives by applying methodologies such as persona development, customer journey mapping, and other relevant tools.
Develop and Enhance Digital Customer Experience Tools Coordinate the usage and expansion of AI-powered tools for interview analysis and insight generation, ensuring alignment with commercial excellence objectives.
Coordinate AI projects that enhance customer experience tools.
Work with development agencies to evolve and maintain the internal CX website (WordPress), ensuring it meets the needs of the community and M&D strategies.
Community Animation and Engagement Create and share inspiring content via Yammer and other internal platforms to keep the CX community engaged.
Participate in webinars and support events to promote customer-centric approaches, and share best practices.
Support CX training sessions, both remotely and on-site.
¿Este trabajo es para ti? - Minimum 3 years’ experience in an international context is a must.
- Master’s degree in Business, Marketing, or a related field.
- Familiarity with customer feedback platforms, VoC programs, and their integration into marketing and sales strategies is a plus.
- Proficiency in analyzing customer data and turning insights into actionable business plans.
- Strong communication skills to align and convey findings across teams, ensuring strategic impact.
- Ability to manage multiple projects and deadlines while collaborating effectively in a transversal environment.
- Fluent in English.
- Customer-oriented, autonomous, with excellent listening and teamwork skills.
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Dettagli dell'offerta
- Imprecisato
- Tutta l'Italia
- Imprecisato - Imprecisato
- 12/12/2024
- 12/03/2025
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