Consumer Insights Specialist

1 mese fa

Padova, Italia to be sas - ricerca e selezione del personale A tempo pieno

Per nota realtà dell'automotive ricerchiamo:
**Customer Experience Specialist**

He/She will report to the Customer Experience Manager, whose purpose is to optimize the Customer Journey touchpoints to exceed customer expectations and make any contact with the Brand unforgettable.

The Marketing Intelligence Specialist/Manager is in charge of expanding the customer knowledge. He/She drives the “Customer Centricity Culture” mindset among all stakeholders, including at dealership-level, with a proactive 360-degree collaboration with the CEM team and Marketing members, Sales/After-sales Departments.

His/Her mission is to listen to the Customer Voice through direct or indirect relationships (surveys, customer feedbacks, market research and studies, online reviews) to constantly optimize the Customer Journey for existing and future target groups.

For this purpose, he/she will also handle information from the CRM data-ecosystem and the Business Intelligence tool, to suggest action plans, developing if needed additional dashboards and reporting/analysis useful to achieve the company targets.

**ACTIVITIES**

Enforce Customer Excitement through:

- Customer Satisfaction Surveys (Purchase Satisfaction Survey, Service Satisfaction Survey, New Car Buyer Study)
- Creation and further development of BI-driven dashboards for a better customer knowledge as base for marketing activities and action plans
- Customer Voice Cockpit management (monitoring of KPIs, reporting )
- Network Satisfaction Surveys
- Brand monitoring
- Leadership of the “Customer-Centric Quality" projects within the Strategy 2030
- Creation and rollout of specific trainings to the Dealer Network

PROFESSIONAL AND SOFT SKILLS
- 5-7 years’ experience in the role in the automotive sector (or in other luxury markets)
- Consultancy background
- Passion for Marketing and Customer insights
- **Customer Delight KPIs’** monitoring to drive action plan improvements
- **Data-driven mindset** and digital marketing skills
- Project and process management
- Previous experience in CRM and Business Intelligence
- Management of external partners and scouting of new tools/approaches
- Excellent Power Point / Excel
- Budget management and consistent activity planning
- **Leadership** in carrying out projects and taking consistent decisions over time
- **Integrity**:

- **Public speaking skills** with **ability to adapt** according to the audiences
- **Strong analytical approach and datamining mindset**:

- Problem-solving
- Fluent English

Contratto di lavoro: Tempo pieno

Orario:

- Dal lunedì al venerdì

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