Customer Engagement Leader

Misison:

Adapt and execute the LB targeted Customer Experience and Engagement strategy to deliver a seamless customer (Dealer End-user Consumer) engagement through a omnichannel approach leveraging all critical touch points resulting in more profitable and stronger bonds.

Key Deliverables:

• Refine adapt and activate the LB Customer Experience strategy into an engagement plan in line with the Region 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
• Leverage market studies and test (ex: A/B testing) to gather information on customer behaviors opinion experiences to optimize your activation plans
• 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 territories

KEY EXPERIENCES IN:

• Demand generation
• SEO/SEA/SEM
• Omnichannel and/or Integrated marketing communications
• Lead Management and/or CRM program
• Dealing with agency.