Voice of Customer Manager
CXG, Belgium

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Nov 18, 2022
Last Date
Dec 18, 2022
Location(s)

Job Description

We are growing! We are currently looking to hire a Voice of Customer Manager, a seasoned professional who can help us take our Voice of Customer amp; so-called NPS offering to new heights, by continuously adapting our solution from a technical perspective, promoting our Group unique value proposition linking Customer Experience Measurement amp; Insights with strategic consulting for C-levels, all the way to training and helping frontline teams elevate CX with an ever-demanding luxury consumer.

The person can be based anywhere, and work remotely with CXG!

Who we are:

Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.

What you will be doing:

Strategy:

  • Define a Voice of Customer strategy along with our EVP, Measurement
  • Adapt our NPS product (called CXG Pulse) to the needs of luxury brands on a continuous basis
  • Make the necessary liaison with our IT amp; technical teams to translate that strategy
  • Communicate a clear direction, strategy and approach for enhancing and innovating our solutions
  • Liaise with our Insights Team to innovate on NPS data interpretation, cross-analysis with other metrics (revenue, loyalty, )

Business Development:

  • Establish amp; research prospects
  • Lead the entire sales cycle from the primary conversation all the way to the contract, including proposals, demo sessions, potential pilots.
  • Build NPS (CXG Pulse) proposals and programs that echo the Group’s unique value proposition
  • Coordinate with marketing to launch effective campaigns
  • Create opportunities for other Practices and Markets within the Group

Customer Success Managers’ support amp; Training:

  • Acts as an internal coach for our Regional VPs, and our Customer Success Population, across the Americas, Europe, Middle East, Asia Pacific, Greater China, Japan amp; Korea.
  • Supervise certain ongoing Voice of Customer/NPS accounts, by being punctually available to support Customers and Customer Success Managers
  • Ensures appropriate tools, skills, facilities and support structures are in place to support all our Customer Success Managers in pitching and implementing our Voice of Customer/NPS/CXG Pulse solution(s)
  • Communicates constantly to update and enhance a learning culture

Requirements

What you will bring along:

  • Good knowledge of the world of CX and CX management
  • Expertise in CX Metrics, starting with NPS, but also CES and CSAT
  • Retail background, Luxury industry knowledge is a plus
  • Ability to inspire, support, facilitate and drive solutions focused outcomes creatively.
  • Strong organizational skills to plan, manage and deliver projects (able to organize events, sessions amp; engage with multiple stakeholders)
  • Strong presentation and facilitation skills. Often developing and preparing written communications, reports, visual presentations, and running demo sessions
  • Ability to work in an agile, international, dynamic, fast-paced environment; ability to deal with complexity and ambiguity

The below attributes will make the difference:

  • Enthusiastic, curious, fun, collaborative and energized influencer
  • Achievement and goal oriented
  • A creative, naturally curious mindset that stimulates others to deliver with impact through clear communication and guidance.

Preferred Qualifications

  • 3+ years of field sales experience at an Enterprise software/SaaS organization
  • Experience in working with NPS metric
  • Minimum of 5 years of related experience with a Master’s degree
  • Expert in pitching, selling tech solutions


If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps. To know more about us, please visit our website: https://www.cxg.com

Job Specification

Job Rewards and Benefits

CXG

Information Technology and Services - Beirut, Lebanon
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