CUSTOMER ENGAGEMENT LEADER
Job Description
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- Refine, adapt, and activate the Business Lines (LB’s) Customer Experience strategy into an engagement plan in line with the Regional G2M priorities including CRM and Lead management
- Adapt the omnichannel customer journeys/personas to the local context and identify the key activations levers that increase and/or optimize conquest, consideration, preference, conversion, retention
- Orchestrate and brief your internal & external stakeholders (Marketing team, Sales teams, Commercial Communication team, Digital team, MSEM, local agencies, local off/online partners etc.) to implement and deploy the engagement plans at region and territory levels
- Leverage DCEM contents and assets in the most efficient way to the local needs
- Develop and leverages the customer databases to support the CRM programs (ex: upsell, cross-sell and drive retention …)
- Steer and provide feedback & recommendations to LB Customer Experience Manager/DCEM on the LB customer experience and related engagement strategies to ensure continuous improvement through monitoring (shared key performance metrics such as satisfaction, conversion rate, SEO, # of leads, bounce rate, …)
- Identify and Implement corrective actions for the regions and territories
- Manage the local annual budget: operating and allocation for the activation in territorie