Voice of Customer Associate Manager

4 mesi fa

Milano, Italia SISAL A tempo pieno

About us:
Founded on the dream and insight of three sports journalists in 1945, Sisal was the first Italian company to operate in the gaming and betting industry as a government licensee.

Sisal is now part of

Flutter Entertainment plc

, the world’s largest online sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.

The company’s commitment to building a more responsible future rests on a sustainability strategy with long-term objectives to affirm Sisal as a leader in Responsible Gaming, an innovative and sustainable company and an exemplary work environment.

What you’ll do:
- You will join the team of Customer Care and in particular in the Voice of Customer team reporting directly to the Voice of Customer Manager;- You will have the opportunity to be involved in the Customer Satisfaction process. You will be in charge of optimizing the Customer Experience by analyzing and measuring the efficiency of customer contact processes and systems from customer feedbacks and tickets from the Contact Centre. You will study the Customer experience at all touch-points with the company; You will define and evolve the Help Center area functionalities based on AI tools.You will manage relations with the VoC platform provider for the definition of all needed activities for the maintenance of an excellence feedback collection system. You will manage relationships with internal stakeholders for constant sharing of key insights emerging from the analysis of customer feedback in order to develop a omnichannel strategy of listening to customers and derive concrete opportunities for the development of improvement plans aimed at increasing Customer Satisfaction and reducing Customer activity rate at the contact centre.

Who you are:
- You have at least 4 years of experience in structured contexts such as consultancy firms, companies in the TELCO or Automotive industry;- You have a degree in Management Engeneering or Economics;- You have excellent knowledge of Office, in particular Excel and Power Point;- You are proficient in English and Italian, both spoken and written;- You are proactive, flexible, innovative, determined and data driven oriented;- You know are able to identify the causes of problems and provide strategic recommendations for their resolution - You have an analytical and structured approach to problem management - You have a strong Customer and goal orientation - Skill in organizing work - You have good public speaking skills.

Preferrably, you also have:
- Previous experience in VoC program implementation.

What we offer you/you can expect from us:
- Permanent contract;- Hybrid work;- Company-Owned Devices: laptop and business mobile phone;- Meal Allowance;- Supplemental Health Insurance.

Looking for a role that can support your learning and career goals:
- Psychological well-being: online meditation courses, medical online service, counselling service thanks to the support of certified psychologists and coaches;- Continuous learning for soft and hard skills (es. learning platform, trainee bootcamp);- Support for parents, children and financial aid for mothers.

Location: Italy, Milan, Via Ugo Bassi 6

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