Customer Experience Uk Operation Executive İş İlanı

GENEL NİTELİKLER

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 UK OPERATION EXECUTIVE

Avansas UK is committed to providing a best in class customer exprience. This will be measured by a portfolio of listening posts, including customer satisfaction surveys and a net promoter program. The postion of Team Leader CE Operations is responsible for all aspects regarding the execution of all surveys to include overall strategy, data sample, compliance to legal requriements e.g. opt in/out. The position is also responsible to lead all aspects of data intellegence to include financial impact, relationship to operations metrics and a portfolio of reports including Board and UK SLT executive summaries. This role is critical as it will provide essential insights to key stake holders and will contribute to strategic decisions ensuring Avansas meets both it's growth and customer experience targets.

• Collaborating with other departments to make NPS/CSAT Designs efficient and effective.
• It manages the end-to-end time planning of the NPS/CSAT Process and its flawless functioning in line with this plan.
• It ensures that NPS/CSATresult analyzes are explained to all departments and adopted by Avansas UK Employees.
• To determine strategies to increase customer satisfaction and to implement strategies in cooperation with other departments.
• Provides execution and control of Customer Experience Operations.
• Maintains one-to-one contact with other departments and controls the points that touch the customer experience within Avansas UK.
• Manages the control and development of monthly Board presentations.
• To monitor CE related KPI’s and escalate to Management areas of concern.
• Creates & controls the Customer Experience process document for all CE/NPS surveys.
• Define, implement and maintain business processes and procedures to meet business objectives.

GENERAL QUALIFICATIONS

• Minimum 3-5 years 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 Oriented – you will be the voice of the customer ensuring customer experience is designed with the customer at the heart.
• 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.