Customer Insights Specialist

hace 4 semanas

San Pedro Garza García, Nuevo León, México CEMEX A tiempo completo

Job Title: Customer Insights Advisor

Job Summary:

We are seeking a highly skilled Customer Insights Advisor to join our team at CEMEX. The successful candidate will be responsible for enabling exceptional customer loyalty and satisfaction globally, through metrics implementation and analysis, and encouraging positive interactions between CEMEX and its customers.

Main Responsibilities:

  • Provide clear and precise information to regions and central areas on key indicators and promote the communication of best practices.
  • Facilitate the collection and analysis of customer feedback to identify areas for improvement in products, services, and interactions.
  • Oversight Action Plans in regions and central areas in implementation and follow-up on their results.
  • Provide recommendations for continuous process improvements to improve efficiency and customer satisfaction.
  • Support the definition of a north star for a voice of the customer program and follow up in roadmap design and execution.
  • Recommend strategies and requirements for technologies of customer feedback gathering and reporting and its integrations.
  • Collaborate and facilitate coordination with cross-functional teams to implement improvements based on customer feedback, improving overall customer satisfaction.
  • Promote proactive interactions with customers to build and foster positive relationships, ensuring they feel valued and understood.
  • Promote a follow-up with customers to gather feedback after interactions and ensure their expectations are met or exceeded.
  • Support maintaining accurate and detailed records of customer interactions, feedback, and resolutions in the company's customer relationship management system.
  • Adhere and promote established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions.

Position Challenges:

The successful candidate will face challenges such as effective coordination of action plans with those responsible for each region, breaking organizational and data silos, speeding up the execution of open/close the loop process for surveys, enabling the crossing and integration of data to CX key indicators, influencing other areas, and enabling the execution of roadmaps for achieving the north star of the voice of the customer.

Qualifications:

  • A bachelor's degree in marketing, communications, industrial engineering, business management, or advance studies. Postgraduate studies in a related field are preferred.
  • At least 2 years of experience in customer experience areas or a similar customer service position.
  • Extensive experience collecting and interpreting customer experience information.
  • Solid knowledge of online customer service platforms and channels.
  • Proficient in MS Office, as well as Customer Experience software, such as Qualtrics Customer XM but not limited to.
  • Exceptional interpersonal skills and a client-focused approach.
  • Great organizational and time management skills.
  • Excellent communication, influence, collaboration, and problem-solving skills.
  • Fluent English, written and spoken, presentation skills, public speaking, self-motivated.

Internal/External Relations:

The successful candidate will have internal and external relations with Global Commercial Areas, OHR, Supply Chain, P&IT, Data, Global and regional Customer Experience Teams, and Technology providers (Ex. Qualtrics).

CEMEX Diversity and Inclusion Statement:

At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy/maternity/paternity, and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.

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