Customer Experience Coordinator

il y a 2 semaines

Courbevoie, France Saint Gobain Temps plein

**Pourquoi a-t-on besoin de vous ?**
By**joining the commercial excellence team within Marketing & Development, reporting directly to the Customer Experience Director, you will contribute to Saint-Gobain’s ambition to become a customer-obsessed organization by driving cross-functional collaboration and ensuring alignment with the group’s guidelines. Your role will emphasize cooperation across teams, with a focus on leveraging Voice of Customer (VoC) and customer experience (CX) tools to support initiatives that enhance commercial excellence.

Manage Voice of Customer Tool
- Promote the VoC tool and best practices within Saint-Gobain's businesses.
- Onboard new business units and support their VoC program deployment
- Collaborate with external vendors (e.g., Medallia) to manage VoC projects.
- Develop and share consolidated dashboards to give key stakeholders visibility into VoC insights for decision-making.
- Explore, promote, and implement new VoC functionalities to improve customer experience and business performance.
- Animate the community to ensure the tool’s relevance across businesses and regions, while facilitating collaboration.
- Create and update educational materials to help teams maximize the VoC’s impact.

Collaborate on Actionable Insights and Projects
- Analyse customer data
- Work transversally with business units, Commercial excellence colleagues and Marketing & Development to provide VoC insights that will lead to actionable plans when relevant.

Develop and Enhance Digital Customer Experience Tools
- Coordinate the usage and expansion of AI-powered tools for interview analysis and insight generation, ensuring alignment with commercial excellence objectives.
- Coordinate AI projects that enhance customer experience tools.
- Work with development agencies to evolve and maintain the internal CX website (WordPress), ensuring it meets the needs of the community and M&D strategies.

Community Animation and Engagement
- Create and share inspiring content via Yammer and other internal platforms to keep the CX community engaged.
- Participate in webinars and support events to promote customer-centric approaches, and share best practices.
- Support CX training sessions, both remotely and on-site.

**Ce poste est-il fait pour vous ?**
- Minimum 3 years’ experience in an international context is a must.
- Master’s degree in Business, Marketing, or a related field.
- Familiarity with customer feedback platforms, VoC programs, and their integration into marketing and sales strategies is a plus.
- Proficiency in analyzing customer data and turning insights into actionable business plans.
- Strong communication skills to align and convey findings across teams, ensuring strategic impact.
- Ability to manage multiple projects and deadlines while collaborating effectively in a transversal environment.
- Fluent in English.
- Customer-oriented, autonomous, with excellent listening and teamwork skills.

**On vous en dit plus sur nous**

Job Reference: FRA29878

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