Key accountabilities
• Ensure effective execution of this roadmap in coordination with internal and external stakeholders and take direct operational ownership for its implementation
• In line with the Voice of the Customer, set-up transversal tools and processes across Corporate Services products, to build an efficient customer success framework enabling best-in-class customer onboarding, support and feedback
• Set relevant KPIs, objectives and reporting across all products to drive customer excellence behaviour and ensure maximum customer satisfaction and retention
• Enhance customer experience: learn from local successes and generalise when applicable to other markets - travel required
• Lead ad-hoc projects to optimise progressively each step of the client journey
• Work together with the Sales, Marketing, Operations and Technical teams to innovate and generate up and cross selling opportunities amongst the existing portfolio of clients.
• The key accountabilities only describe the main activities and are not exhaustive. It evolves depending on the expertise level and ongoing projects
Your profile
• Experience in designing and implementing end-to-end customer success strategies and set-up
• Expert at using automation tools to streamline and structure processes across the entire customer journeys
• Demonstrated teamwork capabilities and ability to interact with different stakeholders in an international and multicultural environment
• Analytical thinking as well as ability to articulate a comprehensive strategy
• Business-driven, results oriented and proactive mindset
• Strong project management and coordination capabilities
• Flexibility and ability to adapt in fast growing and changing environment
• Fluent in English; while French, Italian and Deutch are a plus
We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.
Additional Information
This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.