customer experience expert

Holmes Place Group is present in over 9 countries and more than 90 clubs.

We are looking for a Customer Experience expert to manage our Group CX team.

Your role will involve:
Being responsible for the planning, development, delivery, of an omni-channel Voice of Customer (VoC) platform, collaborating with all vertical business units and channel owners.
Ownership of all technical aspects of the VoC platform, including systems integrations, data quality and analysis, and reporting portal.
Collaborate with other Group Marketing Team owners to execute continuous VoC improvements through discovery, design, development, testing, and launch.
Partner with Finance and Sales Teams to understand membership churn, retention rates and CAC to support key member feedback themes.
Develop a deep understanding of what customers expect at each of the points of their journey and how those expectations align with current goals and operational metrics
Analyze key metrics, identify trends, perform market research and assess opportunities for improvement in customer experience, member retention and referrals.
Responsible for creating and delivering quarterly reports/recommendations, customer journey maps, reinforcement messaging, process documents and trainings to educate and raise awareness of the value of VoC insights across the organization.
Know the numbers and be passionate about the day to day health of the customer journey and be able to communicate this to large audiences across all business units, including executive level and c-suit management teams in 8 countries.

Basic Qualifications:
4+ years of experience in Customer Success Management role
Demonstrative success with implementing and managing at least one large customer engagement/feedback project
In-depth understanding of customer-centric operations and measurement of loyalty metrics, including NPS
Experience working with product, marketing and brand management teams
Experience with statistical/data analysis
Advanced expertise in Microsoft Excel
Experience in text analytics or unstructured data mining (using Social Media, open text comments, App Reviews, etc.)
Understanding of Marketing Automation tools such as Marketo or Salesforce.
Experience creating and sharing data visualizations with PowerPoint to large audiences
Interpersonal skills and the ability to build trust and partnerships with key stakeholders
Ability to manage multiple timelines and commitments with overlapping deadlines.

Preferred Qualifications
Experience creating workflow diagrams within tools such as Xmind or Viso.
Ability to create project mockups or wireframes.
Experience with project and task management tools.
Experience working with HTML/CSS and other basic web languages
Knowledge of SharePoint, including document libraries, lists and creation/management of page content.

Empresa: Holmes Place Group
Local: Porto Salvo – Oeiras
Tipo: Full-time;

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Imprimir Imprimir Enviar por email Enviar por email 12 / Maio / 2017  marketing