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Customer Experience Professional
Il y a 2 mois
Are you passionate about delivering exceptional customer experience? Do you have experience driving change in a fast-paced environment? Are you looking for an opportunity to work with a global leader in the pharmaceutical industry? If so, we want to hear from you Join us in our mission to drive change and defeat serious chronic diseases. Read below to learn more
The position
As we continue to expand into new therapeutic areas and strengthen our customer-centric strategy, the Customer Engagement & Business Excellence department is seeking a Customer Experience Professional. The main responsibilities involve:
Setting up and managing the Voice of the Customer program: This is a critical responsibility as it involves identifying and implementing relevant satisfaction surveys and market research, selecting and managing vendors, synthesizing and formalizing results, and analysing insights collected to formulate business and operational recommendations. Defining and continuously measuring performance indicators: This is important as it ensures a good experience for our patients and healthcare professionals, and helps to identify areas for improvement. Contributing to the dissemination of the customer culture: This is important as it helps to ensure that all employees in the French affiliate are aligned with the company's customer-centric strategy and are committed to delivering exceptional customer experiences. Conducting ad-hoc analyses on strategic topics: This is important as it involves using CRM data and proposing external data sources that are useful to the company, which can help to identify growth drivers and areas of concern. Participating in conferences, events, and workshops on Customer Experience: This is important as it helps to identify innovative practices for measuring and analysing the Voice of the Customer, which can help to improve the company's customer experience strategy.Qualifications
To succeed in this role, you need to have:
A bachelor's degree in business, marketing, or a related field At least 3 years of experience in a similar role Excellent communication and interpersonal skills Customer-centric mindset, strong problem-solving and analytical skills Fluency in French and English