Cx & innovation Partner
hace 4 semanas
Descripción de la oferta
Misión de la posición
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).
Requisitos
Si eres una persona empática, humilde, inquieta y optimista, Ferrer es tu empresa
Licenciatura: Mercadotecnia o carrera afín. Conocimiento en CRM Medallia Vivir los valores y competencias Ferrer:ExploreInspireDriveConnectLearn Competencias: Comunicación efectiva Colaboración Trabajo en equipo con diferentes áreas de Ferrer Implementación de proyectos-
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