Fixed term contract
il y a 4 semaines
Within the Loyalty department, you will play a central and visible role in the strategic initiative to support the revamp of the Loyalty program.
You will work closely with the Operations team and the Brand Experience team to design and implement the customer journey of this new program, online and offline, with a specific focus on the offline experience.
Design and map the Customer Journeys of the new Loyalty Program (Miro boards, workshops)
Lead the Operations workstreams to define in detail the Ops impacts (processes, processes, trainings…) and report to the Project team to highlight key Tech requirements. Propose solutions and ideas.
Liaise with operations, brand experience, customer service and countries if relevant. Rely on the current external consultants supporting the team on the project
Ensure that the Ops staff is effectively trained and equipped to deliver the loyalty experience
Investigate and resolve complex customer issues, including escalating issues as needed to senior management.
Analyse customer feedback to identify trends and opportunities for program improvements.
Monitor satisfaction metrics, such as NPS or CSAT, and implement process improvements as needed.
Develop and execute events aligned with the loyalty programs goals and target audience, work closely with internal stakeholders.
Enhance with new ideas and seasonal offering, develop tactical operations, points boost…
Understand competitors' new products/services and customer loyalty best practices.
Qualifications
Previous experience
5+ years of experience in operations and/or customer experience with key Digital aspects..
Excellent communication and problem-solving skills, with the ability to handle complex customer issues.
Education level / certificates
Degree in marketing, business, or related field
Languages
Fluent in English
Computer skills and software used
Miro, Jira. Knowledge and experience in Salesforce would be a real plus.
Personal characteristics
Excellent interpersonal skills and ability to work in an international environment. Team player.
Passion for delivering exceptional customer experiences.
Strong leadership skills, with the ability to implement processes and training.
Excellent project management skills, with the ability to manage multiple projects simultaneously.
Strong communication and interpersonal skills, with the ability to build relationships with cross-functional teams and external partners.
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