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14.10.20

Digital 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 Digital Customer Experience Specialist (m/f/d) for a permanent contract in Frankfurt.

 


Career level
Experienced professional
Country
Germany
Department
Product Marketing
Location
Hessen

Digital Customer Experience Specialist (m/f/d)


As part of the European Customer Marketing team, within the customer experience pole, the Digital Customer Experience Specialist supports Hager’s efforts in delivering an end-to-end and delighting experience to our customers, while increasing sales and marketing efficiency.

 

As a Digital Customer Experience Specialist, you are mainly responsible for building core European digital services that will drive maximum value for our different distributors groups in all our European countries, including:

  • A dedicated and personalized platform including all relevant data, information and services for each distributor group and each targeted persona
  • E-merchandising techniques to generate traffic on our customers webshops
  • End-to-end B2B solutions to allow a smooth journey for our installers when using simultaneously the distributors and our digital interfaces

 

Your responsibilities

  • Put in place a project structure (team and governance) with identified priority countries and relevant stakeholders in the Group to align on the ambition
  • 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 involving the countries experts 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
  • Inspire, challenge and align stakeholders to ensure the good adherence and the success of the projects you lead
  • Ensure technical implementation of the new end to end customer journey working closely with Digital Factory teams to ensure that the solution works operationally within the allocated timeframe
  • Support the core countries in the roll-out of the solutions in their markets and build a 3 years roadmap to ensure long term implementation in all Europe
  • Ensure 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 all marketing teams in Europe
  • Keep up to date with emerging trends and industry best practices inside and outside of our industry

 

Your profile

  • Master's degree and 5+ years of in-depth experience in creating market leading customer experiences with an expertise in e-commerce, digital merchandising and/or omnichannel digital marketing
  • Experience in design-thinking, customer journey mapping and agile working methods
  • Strong analytical skills to identify critical issues and opportunities, evaluate options and provide clear recommendations for e-commerce growth
  • 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
  • Ability to personally deliver large scale cross-countries cross functional initiatives; Great project management skills
  • Strong written, oral, and presentation communication abilities in English. French or German as a second language is a must

 

Please submit your application in English.

 

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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