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07.07.20

Customer Experience Specialist (m/f/d)

Customer relationship is your area of expertise? Are you inspired by the development of customer-oriented processes? Would you like to take up a new challenge in a dynamic team under construction?
Join us now!
We are looking for our future Customer Experience Specialist (m/f/d) for a permanent contract at our site in Paris, Obernai or Frankfurt.


Career level
Experienced professional
Country
Germany
Department
Product Marketing
Location
Hessen

Customer Experience Specialist (m/f/d)



As a Customer Experience Specialist, your mission will be to plan and manage the execution of digital and offline programs designed to improve our Customer‘s Experience all over Europe. As such, you are mainly responsible for proposing and developing digital initiatives driving maximum customer impact and value (lead generation, customer engagement, advocacy and retention) and building strong relationships with key stakeholders across 12+ markets.

Your responsibilities

•    Define best methodology in order to gather quantitative or qualitative customer insights and analyse data to assess where to adjust customer journeys to secure optimal customer satisfaction and market competitiveness
•    Organise design-thinking sessions to share customer insights, bring to light the flows, pains and gains of the customer journey, define ideal experience outcomes, prioritise solutions and build strong business cases for customer journey improvement
•    Ensure technical implementation of the new end to end customer journey working closely with Markets and Digital teams to ensure that the solution works operationally within the allocated timeframe
•    Ensure that all required information is captured at the most relevant points in the customer journey, that KPIs and customer satisfaction targets are met or exceeded and use performance data to identify further areas for improvements
•    Contribute to positioning the CX team as a center of excellence, democratizing the CX tool kit and ways of working, leveraging a strong stakeholder network across Europe
•    Keep up to date with emerging trends and industry best practices inside and outside of our industry

Your profile

•    Master degree and 3 years of relevant experience in creating market leading customer experiences with an expertise in: customer research/analysis, customer experience and/or digital marketing
•    Demonstrable and successful experience in developing customer-facing user interfaces is ideal
•    Affinity with new technologies, innovation, digital and agile working methods
•    Great project management, organizational and time management skills 
•    Experience in design-thinking, customer journey mapping, segmentation, persona
•    Strong analytical skills to work with large amounts of information and translate data into clear and concise findings
•    Proactivity and ownership of your goals and tasks; result orientation to drive structured and practical solutions 
•    Service-oriented with a drive, passion and energy to get things right for our customers with the ability to inspire the same in others
•    Experience in intercultural management with excellent cross functional relationships to confidently engage stakeholders in a way that delivers against our brand and customer experience vision
•    Strong written, oral, and presentation communication abilities in French and English. German is a plus

 

Our offer
You can expect a position with responsibility and variety in an international and innovative environment and motivated team. We offer intensive integration, an attractive and fair compensation as well as internal and external training.

Your challenge

Take your future chance and convince us. You can upload your application easily in our Group-wide application management system.
Please use the opportunity of the online application, 10 minutes are enough!
We are available in advance for your specific questions.


Join us now ! 

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Prowald Julia
Personalreferentin
Hager Group
 
 

Es wird nie langweilig. Man kann viel selbst mit entwickeln. Selbst Ideen rein bringen und das ist das spannende an dem Job des Marktmanagers.

Christian Weinard, Market manager

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