Customer Experience Regional Key Account Lead

2 mesi fa

Torino, Italia CNH Industrial A tempo pieno

COMPANY PROFILE:
WHO WE ARE LOOKING FOR:
**_The Customer Experience global team is focused on fostering a Customer Centric mindset by defining and executing the Global Customer Experience strategy identifying key CX metrics for tracking experience quality, satisfaction, and loyalty through all the different steps of the Customer Journey defined by the Company._**:
**_The role of the Customer Experience Regional Key Account Lead is to identify best practices inside and outside the company to develop cross brand projects and analytics line with the CNH Industrial Customer Experience strategy and priorities. Works closely with the regional business leads to provide insights/intelligence to action and improve customer satisfaction. They will collaborate with regional stakeholders to manage and prioritize the regional project portfolio. Work closely with the global team to prioritize and execute regional projects along with regional operational activities. Work closely with regional stakeholders on defining the business requirements for projects, modifications, and changes. Accountable for training the regional stakeholders and providing project updates. Accountable for the creation and execution of monthly regional reports and monthly qualitative & quantitative. _**:
YOUR KEY RESPONSIBILITIES:

- Support the translation of corporate strategy into well-defined regional customer experience strategies and programmatic efforts
- Measure and Analyze and CX Regional Reports and collaborate with regional team on actions and improvements
- Align business goals, setting up and fostering a regional customer-focused culture
- Support and execute the regional communication strategies and tactics to share the importance of CX with employees, customers, and the company
- Support the definition of regional budgeting and forecasting
- Translate data into clear communication of results, progress, and actions for regional management
- Drive the Regional development of the Customer Experience KPI monitoring dashboard and report them to Global structure
- Strategy and planning for Cross-business-unit efforts to support the organization’s CX strategy
- Propose, implement, and monitor new processes and tools to improve current customer experience program
- Assess, document, track, and report resolution of experience gaps across touch points within the region
- Report results, insights, and recommended actions to improve the customer experience program within the region

YOUR KEY COMPETENCES AND QUALIFICATIONS:

- CASE Construction business experience is a plus
- Good communication, relationship management and problem-solving skills
- Previous experience in Change management for cross Brands program within a region
- Ability to converse at different level from regional committee to field team
- Ability to deal with complex and challenging situations and behaviors
- Open to a changing environment.
- Previous working experience as Project and Process Manager
- Good knowledge of English language, other languages are a plus
- Preferred degree in Business, Mathematics, Economics, Engineering, Computer Science or Statistics.

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