Customer Engagement Leader SSA

MISSION: Adapts and executes the touchpoint strategy in the go for the go to market plans that deliver a valorized consumer experience through a 360 approach of critical touch points in the customer journey resulting in stronger bonds with Customer/End users for the Brand and offers.


KEY EXPECTED ACHIEVEMENTS:

Employee enhancement:
Communicates expectations and objectives providing ongoing feedback and addressing shortcomings.
Balances he workload commitments and priorities of individuals vs the company when setting expectations and assigning work.
Monitors and ensures the efficient and appropriate use of resources tools.
Uses individual as well as group goal setting to maximize performance.
Challenges rules or practices that present inappropriate barriers to independent action and decision-making.
Brings excellent performance to the attention of the larger organization.
Seeks resources that will enhance the teams productivity.
Develops and supports employees career plans and learning opportunities.
Applies company policies and procedures in managing direct reports performance.
Coaches in different areas identifying training and development needs to support professional growth.

Customer satisfaction:
Responds to customer/internal partner needs in a timely professional helpful manner regardless of the attitude.
Shows customer/internal partner that their perspectives are valued.
Adapts to the different working styles personalities and cultural backgrounds of the people they work with

Empowerment:
Delegates authority to match responsibility holding staff accountable for agreed upon commitments.
Supports staff in taking independent action providing coaching along the way.
Delegates responsibility rather than taking charge or micro-managing when staff have the capability

FOR YOUR GIVEN PERIMETER:
Customer Experience Management:
Interprets the user journey to better understand and improve the customer experience with high-quality digital engagements and touch points that move consumers down the funnel to increase conversions.
Leads the development of appropriate customer feedback management capabilities and practices.
Assesses customer experience measurement practices to understand the current state and identifies opportunities for improvement.
Establishes region-wide alignment on best practices for cultivating a dynamic customer experience.
Leverages customer insights to anticipate needs and obstacles within the path to purchase and designing strategies to target the obstacles.
Uses experiential design principles to resolve gaps in the total customer experience.
Partners with sales to fully integrate all customer touchpoints within the customer experience.
Develop and Manage the Region integrated communication strategy that is aligned with the corporate direction
Allocate and control budget within scope of an integrated strategy
Within the region manages the CEM team to align with overall CEM Business Line strategy.

CRM:
Develop the region CRM strategies goals and benchmarks.
Reviews existing CRM implementation and identifies opportunities for improvement.
Explores and addresses the unidentified underlying and long-term customer needs and concerns.
Provides support and counsel to business functions who are incorporating customer experience strategies into CRM business processes.
Educates internal staff on customer experience concepts value proposition and processes.
Serves as customer advocate with senior management; ensures that customer research findings are understood tracked and acted upon.

Content Marketing:
Identifies key opportunities to create new content and functionality on e-commerce site while improving existing website content and functionality to grow conversion rates and create a better user experience.
Works closely with the digital team (internal and external) to ensure that new site development aligns with content management needs and roadmaps.
Multi-channel marketing
Drives alignment of multi-channel marketing budget with key business initiatives and multi-channel needs.
Establishes the regions framework for the planning and implementation process for a multi-channel strategy.

Marketing Planning:
Benchmarks marketing communication with other organizations inn their region.
Collaborates with brand and market research teams to develop optimized customer journey .
Monitors performance measurements to ensure brand is tracking against goals and recommends and implements corrective actions.
Briefs internal/external resource groups to design marketing communication