Customer Experience Specialist
: Job Details :

Company : Hager Group

Job Location : United Kingdom, , UK

Posted on : 2020-07-25T09:22:46Z

Job Description :

Customer Experience Specialist.
Based France (Paris, Obernai) or Germany (Frankfurt or Blieskastel)

Start the future now

Do you ever ask yourself why things happen the way they do?

Of course you do. The answer is: things happen because someone is making them happen.

At Hager Group we make things happen. Every day, since 1955. Today we are one of the world’s leading technology companies – and still a family-run business. With more than 11,500 employees around the globe we create products and solutions for living and working environments offering peace-of-mind, safety and well-being to people and their assets.

Make it happen and discover more about your career opportunities at Hager Group – and how to create the future together with us.

Our offer

As part of the European Customer Marketing team, the Customer Experience Specialist will support Hager’s marketing transformation journey by delivering end-to-end and delighting experiences for customers while increasing sales and marketing efficiency.

Within an international and cross functional environment, you work in close collaboration with Sales & Marketing managers across Europe, Campaigns, Web Social Media, CRM, and Digital experts, alongside other key stakeholders. As a Change Agent, you will inspire, challenge, develop and align all the players concerned to ensure the good adherence and the success of the project you lead.

Based on customer insights, you will identify needs and behaviors, describe main personas and customer journeys, detect key moments of truth, touch-points as well as common pains and gains across European markets. You will define ideal experience outcomes and implement and monitor a suite of effective, integrated and personalised digital touch-points.

Your strong cross-channel customer journey analytics will enable you to look for the right problems and opportunities and drive new strategy creation. You will keep a close focus on customer feedback to continually look for ways to build and improve the experience our customers receive and to proactively adapt to changing customer needs.

“Customer Experience Specialist” (f/m/d)

As a Customer Experience Specialist, your mission will be to plan and manage the execution of digital and offline programs designed to improve our Customer‘s Experience all over Europe. As such, you are mainly responsible for proposing and developing digital initiatives driving maximum customer impact and value (lead generation, customer engagement, advocacy and retention) and building strong relationships with key stakeholders across 12+ markets.

Your responsibilities
  • Define best methodology in order to gather quantitative or qualitative customer insights and analyse data to assess where to adjust customer journeys to secure optimal customer satisfaction and market competitiveness
  • Organise design-thinking sessions to share customer insights, bring to light the flows, pains and gains of the customer journey, define ideal experience outcomes, prioritise solutions and build strong business cases for customer journey improvement
  • Ensure technical implementation of the new end to end customer journey working closely with Markets and Digital teams to ensure that the solution works operationally within the allocated time-frame
  • Ensure that all required information is captured at the most relevant points in the customer journey, that KPIs and customer satisfaction targets are met or exceeded and use performance data to identify further areas for improvements
  • Contribute to positioning the CX team as a centre of excellence, democratising the CX tool kit and ways of working, leveraging a strong stakeholder network across Europe
  • Keep up to date with emerging trends and industry best practices inside and outside of our industry Your profile
    • Master degree and 3 years of relevant experience in creating market leading customer experiences with an expertise in: customer research/analysis, customer experience and/or digital marketing
    • Demonstrable and successful experience in developing customer-facing user interfaces is ideal
    • Affinity with new technologies, innovation, digital and agile working methods
    • Great project management, organisational and time management skills
    • Experience in design-thinking, customer journey mapping, segmentation, persona
    • Strong analytical skills to work with large amounts of information and translate data into clear and concise findings
    • Proactivity and ownership of your goals and tasks; result orientation to drive structured and practical solutions
    • Service-oriented with a drive, passion and energy to get things right for our customers with the ability to inspire the same in others
    • Experience in intercultural management with excellent cross functional relationships to confidently engage stakeholders in a way that delivers against our brand and customer experience vision
    • Strong written, oral, and presentation communication abilities in French and English. German is a plus

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