Customer Experience Alliance Project Manager

Company Description

**Job Description**:
**Objectives**
- Supports the implementation process for Customer Experience Alliance across the company and continuously improves it.
- Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic CX alliance projects, initiatives, Squads, Tribes & Guilds actions.
- Enhance holistically the EcoVadis Customer Experience by coordinating & reporting on the CX alliance projects, initiatives, Squads, Tribes & Guilds actions.
- Owns Key Customer Experience deliverables as measured by EcoVadis Customer Experience Metrics (NPS, C-SAT, conversion increase, Churn Decrease, Adoption & others to be defined)
- Continuously identifies, validates and implements new improvement opportunities (products & solutions) throughout the Customer Journey.

**Responsibilities**
- Operationally executes actions, Project Manages and leads agile transversal Teams, actively contributing to delivering Customer Satisfaction, NPS and Customer Experience Alliance top priorities (50% dedication of Time):

- Supports the implementation process for the Current Customer Journey mapping across the company and continuously improves it.
- Owns the end to end refactoring (content & form) and retooling of the company Annual Satisfaction survey through the design, launch, leadership and continuous improvement of a dedicated, organization-wide Tribe.
- Takes a Leadership role in multiple projects, initiatives, Tribes & Squads, owning the timely deliverable of each
- Identify trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact
- Provides leadership and coordinates the projects, initiatives, Squads, Tribes & Guilds (current, potential & future) included in the EcoVadis Customer Experience Alliance umbrella (30% dedication of Time):

- Acts as the first escalation point, assisting in the Team & Project Management within an agile environment
- Guides every project, initiative, Squad Leader to ensure that every major Squad and Tribe milestone is delivered on time & meets agreed requirements
- Updates & delivers a periodical tracking, documentation and reporting to the CX Leader of all projects/initiatives/Squads/Tribes workflow progress, milestones achievements & KPI impact
- Drives change management actions related to Tribes and Squads (10% dedication of Time):

- Identifies gaps, designs, build and implements specific training
- Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program
- Conducts and documents Continuous process & tools improvement on CX Alliance model, improving model adaptation to EcoVadis
- Provides strategic input to the CX Leader & the OpsCom layer, informing long Term EcoVadis CX workflows (10% dedication of Time):

- Acts as the main consulting partner defining the overall CX KPIs
- Is actively involved in defining EcoVadis CX Vision building and it’s evangelization
- Partners in achieving the overall EcoVadis CX roadmapping process

**Qualifications**:

- Customer Focus demonstrated within a Customer oriented function or as evidenced through the implementation of Customer oriented actions in their current or previous roles.
- Previous success track record working in Agile and/or Matrix reporting Team environments
- 360 degree open and efficient communication, in 1 to 1, 1 to many or company-wide settings. Able to communicate effectively with diverse people and individuals at various levels within the organization.
- Full cycle internal tool acquisition & integration process experience (Need identification, requirements building, market research, sourcing, Contractual negotiations, internal approval, closing, implementation and Vendor management)
- Identification, design, crafting and implementation of training programs.
- Data (numerical & customer feedback) analysis & business acumen skills focused on project tracking of deliverables, identification of process/tools gaps and development opportunities
- Reporting capabilities (identification of needs, building and executing periodically)
- Holistic knowledge of B2B technologies used within the Customer experience space (Tableau, Salesforce, Qualtrics) or demonstrated ability & desire to continually study & learn new technologies and functionalities
- Team-oriented but able to work autonomously with mínimal guidance in a fast-paced environment.
- Strong interpersonal and relationship-building skills with the ability to work with key stakeholders across the organization; manage laterally and upward.
- Strong analytical and problem-solving capabilities.
- Bias for action based on Customer Feedback
- Desire to be a transformational agent, actively helping to pivot the EcoVadis organization into a Customer Centric mindset
- A solid mix of business acumen and technical capabilities, with the ability to convey complex projects and ideas to stake