Cx & innovation Partner

hace 2 semanas


Ciudad de México Ferrer Internacional SA A tiempo completo

Implementar la estrategia de Customer Experience de Ferrer con los diferentes stakeholders para transformar a la filial en una compañía centrada en el cliente.

Alineadxs a la estrategia global de Customer Experience de Ferrer HQ.

Funciones y Responsabilidades Principales

  • Coordinar e implementar el programa de Customer Experience en la filial
  • Definir los diferentes customer journeys para identificar todas las interacciones con los stakeholders
  • Implementar y administrar el programa de Voice of Customer
  • Diseño de soluciones innovadoras para evolucionar las interacciones y la experiencia del cliente basadas en sus necesidades y comportamientos
  • Medir la evolución de la experiencia de cliente
  • Traducir los insights del VOC en oportunidades y planes de acción
  • Embajador de cultura de CX al interior y exterior de la compañía
  • Asegurar que los planes e iniciativas que se diseñen estén enfocados en mejorar la experiencia de nuestros clientes con Ferrer
  • Garantizar la ejecución de los talleres de co-creación y priorización para cada cluster de clientes.
  • Asegurar la implementación de aquellas iniciativas identificadas en todo el proceso descrito anteriormente
  • Seguimiento a proyectos y campañas digitales (Mailings, VAE´s, Webinars, etc.)(acompañamiento con PM).

Si eres una persona empática, humilde, inquieta y optimista, Ferrer es tu empresa

  • Conocimiento en CRM Medallia
  • Vivir los valores y competencias Ferrer:
    • Explore
    • Inspire
    • Drive
    • Connect
    • Learn
  • Competencias:
  • Trabajo en equipo con diferentes áreas de Ferrer
#J-18808-Ljbffr
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