About the role
Within the Customer Experience team, you will support Voice of Customer activities and continuous improvement initiatives to enhance the customer journey.
You will analyse customer feedback and data to support action plans, and coordinate with teams and external partners. In addition, you will contribute to customer event execution, ticket management, training coordination and ad-hoc operational support for Sales and Aftersales teams.
Reporting lin
eYou will report to the Customer Experience Manager and work closely with Customer Service, Sales, Aftersales, Network, Marketing teams and HQ stakeholders
.
Main responsibiliti
es1. Customer satisfaction analysis and insight generati
- onAnalyse customer satisfaction results and track performance over tim
- e.Build clear dashboards and summaries by market, agent, area, customer journey stage and/or topi
- c.Identify pain points, satisfaction drivers and key improvement opportunitie
s.2. Sharing insights and coordinating actio
- nsPrepare clear, structured and action-oriented presentation material
- s.Share analyses and recommendations with internal teams, Zone Managers, dealers and headquarter
- s.Monitor the implementation of these actions and assess their impact over tim
e.3. Back-office coordination and customer experience fl
- owAct as a link between the call center, customer requests, dealers and internal department
- s.Help improve information flow between the different stakeholder
- s.Contribute to the implementation or improvement of processes aimed at strengthening the overall customer experienc
e.4. Additional operational suppo
- rtSupport customer event planning and executio
- n.Manage ticket distribution by assigning customer cases to the relevant departments and following up on pending case
- s.Coordinate training sessions to improve processes and operational knowledg
- e.Support Sales and Aftersales teams with ad-hoc operational and administrative task
s.
Prof
- ileStudent in business school, university or equivalent, with a interest in customer experience, marketing, data, quality or project manageme
- nt.Strong interest in data analysis, customer satisfaction and service manageme
- nt.Comfortable working in an international, cross-functional and operational environme
nt.Required ski
- llsProficient in using office software and reporting skil
- ls.Strong ability to analyse both quantitative and qualitative data with accura
- cy.Excellent synthesis and structuring skil
- ls.Strong organisational skills, attention to detail and reliabili
- ty.Good interpersonal skills and ability to work with a variety of stakeholde
- rs.Fluent English is mandatory: the working environment is English-speak
ing
Personal quali
- tiesAnalytical min
- dsetRi
- gourProacti
- vityCurio
- sityAttention to de
- tailTeam sp
- iritService mi
nded
What you will
- gainHands-on experience in Customer Experience and Voice of Customer in a tech com
- pany.Strong exposure to business, network, customer service and continuous improvement to
- pics.The opportunity to develop skills in data analysis and service manag
- ementExposure to customer event management, operational coordination and process optimisa
- tion.A highly professional and international experience in a fast-growing environ
ment.
