Customer Experience Manager
il y a 2 semaines
Within the central Marketing and Development department, the Customer Experience team plays an active role to enhance Saint-Gobain Customer centric culture.
Aligned with the group strategy, we use and develop our in-depth understanding of customers and customer experience methodologies to best accompany our colleagues in Saint-Gobain businesses.
Throughout our collaboration, we use customer insights to positively impact customer experience and generate a positive business impact that is tangible.
In this context, we are reinforcing our team with a Customer Experience Manager who will strengthen our offer.
Job dimensions:
Use Customer Experience methodologies to positively impact businesses in line with Saint-Gobain Strategy:
- You will understand Saint-Gobain group strategy to be able to enrich our approach and grow our community.
- To grow the business, you will need to engage our organizations to embed customer culture into their strategies. You will accelerate it by increasing knowledge, bringing regular tangible results and sharing experience.
- You will use and complement the following Customer Experience techniques in order to help Saint-Gobain businesses upon request: Customer insights collection, Customer Experience management, Loyalty mechanisms.
- You will constantly bring a purpose to these methodologies to ensure that customer insights are put at the service of business growth and innovation.
Support countries on all aspects of Customer Experience:
- You will promote and accompany the voluntary countries/organizations in the roll out of their local projects. Your strong customer knowledge and your sales drive will allow you to put customer experience methodologies into practice to engage colleagues into a continuous and impactful customer experience roadmap that delivers visible results.
- You will will have at heart to use your experience to adapt existing methodologies to local situations and identify opportunities of development (products and services).
- You will feel at ease to work with senior management and animate cross-functional workshops to engage all colleagues.
- You will work in an open and engaging manner to ensure that the solutions fit with the business context, are accepted locally and create value from the customer and the business perspective.
Animate and grow our Customer Experience community:
- You will have at heart to maintain a good level of connexions within our Customer Experience network and main stakeholders.
- You will encourage collaboration to ensure that good practices and tangible successes are shared for the benefit of the community and the group.
- You will regularly disseminate knowledge and raise common challenges to help our pairs to grow on the topic of customer experience.
Contribute to central projects:
- You will actively collaborate with other Saint-Gobain central teams to ensure that customer experience is taken into account into their projects.
- Together, you will tackle common topics to address them in the best possible way combining a set a various knowledge and experiences. This joint work will help our Saint-Gobain colleagues in local businesses to benefit from a combined set of experience to better drive their business objectives.
Your Profile
8 to 10 years’ experience in sales or marketing roles that exposed you to customers within the industrial businesses. Therefore, you will have significant records of managing successful projects (with tangible results) and more particularly customer-oriented projects.
The qualities you should have:
- Belief in Customer Experience as a key topic to grow businesses and positively impact customer’s loyalty.
- Strategic mindset and result driven
- Leadership and communication skills
- Innovative mindset
- Project management and process simplification skills
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