Job Summary
**Entity**: Customers & Products
**Job Family Group**: Marketing Group
Are you a customer and commercial focused market leader that thrives and delivers in a 24/7 fast paced retail business? If so, then the role of Voice of the Customer Lead may be a great fit for you! It's responsible for crafting the customer experience dashboard, translating data to insights and recommendations, to ensure relevant teams across our retail business can take ownable actions to improve our customer experience.
The role would suit someone with experience working in regional Europe or global roles, as this role covers a number of regions across Europe. We're looking for passionate, proactive, self-driven individuals who are passionate about customer insights and improving customer experience.
The customer sits at the heart of our business' transition and as the marketing leader within the country or cluster, we want individuals who can play a meaningful role in crafting our offer and bringing it to life for our customers both in and out of store. We are looking for a marketer who is passionate about knowing our customers inside-out in both mobility and convenience (M&C). Customers are changing their behaviour at lightning speed, and this role is responsible for crafting the end-to-end customer experience based on their journey, touchpoints, mission-led segmentation, insights, data, and research, to identify both in-year and strategic opportunities to grow customer base, frequency, and basket value.
Key Responsibilities Represent M&C Europe and partner with the Global M&C Europe team to craft the creation and development of Customer Experience dashboards for key customer segments across multiple touchpoints.
Ensure data is fed to the Customer Experience dashboards, translate the data into insights and narrative, and share on a regular basis with wider cross-functional teams.
Run a real-time tracking and monitoring programme, feeding back actionable insights to key partners to improve business performance.
Identify and quantify the impact of CX measurement on business performance, pinpointing and prioritizing the key levers in a customer journey.
Partner with M&C Europe Opex team to ensure any tools to collect customer feedback can be operationalized on site and/or online.
Prioritize dashboards and backlog of features according to business impact.
Partner with data teams to enhance dashboards with relevant data feeds.
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