Customer Experience Manager

BASF

Festanstellung

Projektmanagement, Datenanalyse, Management

Master

Nächstmöglicher Zeitpunkt

Deutsch

GODREJ ONE, Pirojshanagar, Vikhroli, Mumbai, Maharashtra, India



Main Responsibilities:

  • Define & implement Customer Experience strategy and activities for India in alignment with Regional CX
  • Lead the implementation of CX Roadmap, including overall management of activities and timelines and working with stakeholders to facilitate execution of initiatives owned by other functions
  • Drive and track implementation of Customer Experience initiatives, including quick wins
  • Build capability to lead customer journey mapping activities
  • Lead VoC strategy and activities for India, in alignment with Region/Global
  • Embed data-driven approach to customer insights and decision-making within the culture – through activities such as utilization of the CX Scorecard and VoC
  • Drive the upskilling and engagement of the organization around Customer Experience
  • Lead NPS execution for APA as beacon metric for Voice of Customer
    • Management of NPS KPI’s, working closely with Markets, Regional & Global counterparts
    • Ensure follow-up on defined actions and define pathway for creating actions on a regional level
    • Analyze NPS and other aligned data sources (eg CX Scorecard) regularly to define insights & actions
  • Lead development of Voice of Customer approaches (including new tools / systems, dashboards, analytics) beyond NPS for customers across APA
    • Develop subject matter expertise on methodologies including survey design
    • Manage channels and platforms for collection of insights
    • Lead analysis of quantitative and qualitative data to generate insights
    • Design Voice of Customer approaches and methodologies in order to facilitate the identification and measurement of the drivers of business value
  • Own CX Scorecard for APA, including embedding its use in preparation for quarterly Market Dialogues
  • Support in Customer Experience communication, upskilling and engagement activities for the APA organization – including collation of quarterly highlights and CX Day activities
  • Support additional Customer Experience focus topics and activities as defined by the Customer Experience strategy and CX Roadmaps (ie journey mapping)

Job Requirements:

  • Postgraduate in Marketing or Agri Business Management
  • Minimum 3 years (preferably in Customer Experience / Management Consulting / Project Management / Sales / Marketing / Commercial roles)
  • Business acumen
  • Customer Experience methodologies (eg survey design, journey mapping) desirable
  • Project management
  • Structured problem-solving
  • Data analysis – qualitative and quantitative
  • Written and verbal communication

Ähnliche Jobs