We are searching for a candidate who is inspired by providing remarkable experience to the customers, who deeply feels the need of switch from CRM (Customer Relations Management) to CXM (Customer Experience Management), who is ready to drive and feels him/herself accountable (which is more than just responsible) for this transition.
Position’s Mission
To act as a SFE – BI business partner to provide data-driven actionable recommendations for the Company to be fully-equipped for in time informed business decisions making on CX improvement and building effective omnichannel strategy focused on Customer individual information needs & channel preferences.
Expectations
- In cooperation with cross-functional team (Marketing, Medical) develops Omnichannel strategy annual plan (Customer Engagement Impact Plan – CEIP: FF resources allocation by products & channels at National level) aligned with Company’s OPEX, secures 3 times/ year follow up and GO LIVE presentations to Internal stakeholders.
- In cooperation with BU responsible for right resource allocation annual modelling at Regional level: required frequency and coverage, FF split by territories giving well-balanced time for business trips and in-home detailing, digital vs non-digital communication
- Creates an increased Customer Experience knowledge via on-going Customers’ mapping (segmentation& targeting, Customers’ grouping by Personas)
- Supports promo-panning on Quarterly basis in close collaboration with CRM system provider and internal clients
- Bonus scheme regular revision giving new launches, Cx and HQ guidelines, Target setting for FF, KPI achievement calculation and presentations at Bonus Committees on Quarterly basis
- Supporting CRM and VoC/ VoB (Voice of Customer insights collection: non-anonymous NPS, Touchpoints satisfaction survey) budgeting and control
Requirements:
- higher education
- ≥ 3 years of experience in CRM&SFE, Omnichannel
- English upper - intermediate
- mathematical mindset and strong analytical skills (power pivot/ power query/ sql)
- helicopter view well-balanced with right level of the attention to details skill
- advanced level of soft-skills (ability to lead w/o authority, speak common language with non-analytical clients)
- result-oriented supported with permanent desire to improve, achieve higher goals and provide added-value
- ability to have fun & pleasure while working over complicated challenging tasks requiring high-level of involvement and permanent self-education
- dashboards development experience as advantage
- critical thinking.
We offer successful candidates:
- Stable salary, payment of bonuses based on the results of work
- Corporate training programs and the opportunity to develop professional and personal competencies in various formats
- Institute of mentors - experienced employees who will help newcomers adapt faster
- Flexible schedule, ability to manage your work&life balance
- Accident Life Insurance 24/7
- COVID-19 Employee Care and Prevention Program
- VMI for an employee and the employee's children
- A laptop, a corporate mobile communication tariff (according to the company's policies)
- Annual salary review