CX Platform Manager
il y a 4 jours
About Geopost
Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.
With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).
Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.
We are hiring for our headquarters based in Issy les Moulineaux (92) a CX Platform Manager.
Job Description
We are looking for an experienced CX Platform Manager to join our team and enable our group’s CX program. You will work directly with the Head of CX and the local CX experts in our business units to collect, analyze and visualize customer feedback.
Reporting to the Head of CX, based in Issy Les Moulineaux, you will own our CX platform and give expert guidance and support to all stakeholders, centrally and locally.
You will be part of a multicultural team, most of the meetings and materials you produce will be in English.
Your main tasks and responsibilities will include:
- Responsibility of our Customer Experience/Voice of the Customer (VoC) platform.
- Initial setup and continuous maintenance of the platform: user management, surveys, invitation processes, analysis, dashboards & visualizations, closing the loop processes.
- Accompanying the roll-out of our new platform including designing and implementing tests, migrations and trainings.
- Ensure connection of internal data sources with the platform features in collaboration with IT, our business units and external providers.
- Train the trainers: Plan and execute trainings for platform users in our local business units. Ongoing user support.
- Evaluate new features of our CX platform regarding business value and implementation effort.
- Ensure quality monitoring. Monitoring of survey metrics (input data quality, response rate, dropout rate, usage statistics…). Recording and tracking of incidents (qualification, investigation and resolution). Escalation and follow-up with platform technical teams if necessary.
PROFILE
- 3+ years experience working with CX platforms such as Inmoment, Medallia, Qualtrics, or equivalent.
- Expert knowledge of voice of the customer systems.
- Experience in developing and implementing CX programs that provide actionable insights.
- Strategic, key performance indicators and customer-oriented thinking and action.
- Very good technical understanding (IT processes, data flows).
- Experience in planning and executing interactive trainings.
- Customer focus: whether internal or external, you listen and bring value to your customers.
- Ability to work independently, as well as part of a team.
- Proactive, autonomous and result driven, you deliver on time and expectations.
- Very good communication and fluency in English. French is a plus.
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