Job Summary
Are you a professional with an excellent business mindset, customer understanding and interest in partnering in a multi-discipline and multi-cultural team, then you should apply for this.
In the Sales Management & Customer Service team within Market Operations we are looking for a Customer Experience Leader. As a team, we are passionate about improving proactively selling value adding solutions to our customers and deliver superior customer experience. To successfully fulfil the ambitions, a sharp focus on developing both existing and new capabilities in Sales and Customer Management process is needed.
Your key focus will be to drive the Customer Experience process within the entire organization. This involves the process main steps follow up, the tools and process continuous improvement and the CX communication plan responsibility. In addition, you will also proactively support the CX CoE team to drive the process within the 27 Markets.
In this role, you will report to the Planning & Account Management, Customer Experience Excellence Manager. The location should be within the EMEA area, considering the team time zone is CET.
Tetra Pak is not supporting relocation for this position.
What you will do
Your key focus will be to drive the Customer Experience process across the 3 businesses, in very close collaboration with functional & markets stakeholders.
As Customer Experience Leader you will:
- Be responsible to make available and updated the needed learnings (EdCast) and materials (CX Help) to the end users
- Be responsible of the definition, the governance and roll-out of the yearly CX communication plan
- Work together with the CX CoE Team to proactively support the markets to drive the process maturity ensuring the right competencies and process understanding are in place.
- Coordinate the Business Experts network planning for best practices/suggestions for improvements sharing and ad-hoc meetings to share news, updates and changes of main process steps and tools
- Be responsible of providing main RCX and CX results analysis
- Support the CX CoE Team to drive the end users tool adoption, maintain high level of data quality and guarantee the tool availability
- Understand markets’ needs, identify gaps and analyse data to identify and evaluate potential process and tools continuous improvements
- Collaborate with experience management software suppliers to drive future developments like AI empowered tools and functions
- Liaise with markets BEXs, Touchpoint drivers and Business Units referents to ensure actions based on Customer feedback have been created and main relevant actions results have been communicated back to Customers
- Manage relationship with markets, business units, touchpoint drivers, BEXs network, CX CoE and Global IM.
We believe you have
- Experience as an end-user or as a BEX in the market for Customer Experience
- Customer support experience in the areas of sales and or marketing
- Strong communication and presentation skills
- The ability to convey strategic directions into operational activities
- Building successful relations with stakeholders comes natural to you and you know how to get things done both through formal channels and the informal network
- Experience with new technologies like digitalisation, automation, AI etc.
- You probably have a degree within Business Administration, Industrial Engineering or similar and you are fluent in English, verbally as well as in writing.
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