от компании (организации): Ridex GmbH в городе (населённом пункте): Москва, Россия
в отрасли экономики "Автомобильный бизнес" → "Автозапчасти"
с заработной платой: по договоренности
Вакансия № 15835486 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Среда, 25 сентября 2024 года.
Дата обновления вакансии № 15835486 на сайте Работа в Москве и Московской области (МО, Подмосковье): Пятница, 15 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 15835486 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
не требуется
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Customer Experience Director (Ukraine)
AUTODOC GmbH is Europe’s leading online retailer for car spare parts. As the fastest-growing company in this sector, with sales growth of 67% in the financial year (from 415 million EUR in 2018 to around 615 million EUR in 2019; 2017 - EUR 254 million), AUTODOC is aiming to expand its position further.
Now we are represented in 26 other European countries in addition to Germany. AUTODOC pursues a strong customer focus on social media, through technical support in the respective national language and a demand-oriented product range currently comprising almost 2.5 million items from 545 brand manufacturers for 128 car brands.
Scope: The Customer Experience Director is responsible for facilitating the ownership of customer experience excellence throughout our company and all channels. Our vision for customer experience excellence aligns with strategic customer segments’ expectations and goals, for a seamless, transparent, and frictionless experience that sustains mutual growth.
Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service, and business process improvement. This executive will work closely with other departments to jointly embed and facilitate customer experience excellence ownership.
Responsibilities:
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Ensure that all leaders and stakeholders have a clear understanding of the company’s vision and goals for customer experience excellence
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Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.
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Develop an efficient portfolio of customer experience insights and analytics that provide a single integrated view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.
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Coordinate a 720-degree view of customer data (traditional 360-degree customer lifecycle view with an overlay of 360-degree digital interaction data) for strategic data monetization, digital empathy, digital business models, and real-time digital customer experience excellence.
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Develop and deploy systematic actioning on customer experience insights by cross-functional representatives to prevent recurrence of issues and create new mutual value associated with key customer lifetime value drivers.
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Owns the customer journey from PO receipt to customer implementation to deliver world-class service to the customer.
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Manage teams (Feedback and QC teams, Technical Support Team, Operations Department).
Knowledge, skills, and abilities:
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10+ Years of Customer Service Experience.
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Experience in leading/building a technical support and customer service function with 20+ team members.
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Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design, and performance management.
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Fluent Russian, Upper Intermediate/Fluent English, German will be a plus
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Contact center management experience in a related or similar environment with a customer satisfaction focus.
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Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders combined with a driven and assertive personality
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Forward-thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job.
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MBA degree or equivalent.
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Experience of working across an international company.
What we offer
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Schedule 8/10:00-17/19:00 Mon-Fri.
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Long-term employment with 20 working days paid vacation, paid sick-leaves, work from home possibility, and other social benefits.
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Occasional business trips to Western Europe.
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Competitive salary level (discussed).
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Office in the center of Odessa (Ukraine).
Откликнуться на эту вакансию: Customer Experience Director (Ukraine)
Предыдущая вакансия:
Вакансия № 15835485 на должность Слесарь по ремонту автомобилей от компании ГАЗ в городе (населенном пункте) Москва