Customer Experience Group Manager İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
AVANSAS OVERVIEW
The Avansas family, which has grown rapidly since its establishment and has become a pioneer in its field, is waiting for you to run together towards the goals of tomorrow!
We draw our strength from our youth and our vision.
With this strength, we are Turkey's largest invested and organized company in the workplace supplies market. We aim to carry our leadership experience in Turkey abroad with our investments in the UK region. In the Retail sector, we started to make a name for ourselves with the stores we opened.
We would like to see you among us with your vision that will add strength to our strength.
JOB POSITION – CUSTOMER EXPERIENCE MANAGER
The Customer Experience Manager position is a leadership role, required to establish and drive the strategy, planning and execution of Avansas overall customer experience programme and goals as measured by Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
As Customer Experience Manager, a key objective is to deliver a seamless customer experience across all stages and touchpoints in the customer journey and thereby enabling Avansas to continually achieve greater customer satisfaction and advocacy, increased efficiency and profitability.
You will be accountable for championing and developing effective business transformation initiatives in partnership and collaboration with the Senior Leadership Team. As well as being pivotal, in developing a customer-centric culture within the organization from Executive level down to Front Line employees.
- To create a compelling Customer Experience vision, develop strategy, outline the improvement roadmap and drive execution to enable Avansas to meet its CE goals.
- Generating and interpreting internal and external customer insight and delivering customer experience transformation across Avansas.
- Build and manage a team of Customer Experience Specialists and CE NPS Programme Executives across multi department workstreams.
- Lead customer-centricity discipline across the organization, working with key stakeholders in Sales & Marketing, Finance, IT, Trade, Supply Chain & Customer Services to continually improve customer experience.
- Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.
- Manage the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems.
- Encourage problem-solving, strategic thinking and customer-orientation across the organisation.
- Evangelize and educate the broader organization about Customer Experience ethos, its impact on our customers and how it enables companies to gain a significant competitive advantage.
- Devise key performance indicators that measure and track program performance, delivery ROI on identified transformation opportunities for customer experience.
- Most of all you’ll be challenged by a wide variety of projects that transcends all Product Categories, Customer Class and Channels.
GENERAL QUALIFICATIONS
- Minimum 3-5 years proven continuous improvement analytical experience from a similar role, including project management and/or business analysis.
- Excellent stakeholder management, strategic thinking, analysis, design and communication skills.
- Able to lead the various departments & functions to help develop a truly customer-centric organisation.
- Customer Advocacy – you will be the voice of the customer ensuring customer experience is designed with the customer at the heart.
- Strong data, analytical and problem-solving skills to include the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint. Familiarity with process design, organisation design and customer journey mapping would be advantageous.
- A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success.
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of Partners, Senior Managers, Third Parties and Subject Matter Experts.
- We are looking for colleagues with a good command of English.
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