Customer Experience Management Lead

6 mesi fa

Milan, Italia Brambles A tempo pieno

Description

Position Purpose

This role is a critical part of Brambles’ transformational journey to elevate the Customer Experience across the enterprise. The role will influence how we measure and impact that experience across all touchpoints of the customer journey.

The role is responsible for the development and maintenance of the metrics used to measure the Customer Experience across the Brambles Group. The role will influence key decision making required to evolve the strategic goals of the customer experience function to ensure alignment to the wider Brambles strategy, by defining, establishing and executing KPI and CPIs that measure our customer’s experience. The role requires a comprehensive understanding of multiple programme groups and how they interact to achieve the objectives of the reports/ dashboards that are built. Utilising external best practices, the role will create leading and lagging indicators to predict churn and provide other insights that will be useful for all business units.

Major / Key Accountabilities

Establish the baseline for current measures and perform gap analyses to identify needs for additional data points/ performance tracking. Establish the primary and secondary metrics used to track progress towards realizing the CX Vision. Utilize external benchmarks and best practices to evolve CX metrics. Engage and influence regional stakeholders to create alignment. Establish global/ regional ownership of the measures as applicable. Lead the building of analytic systems (diagnostic, proactive & predictive) and optimization models based on business drivers to support CX strategy. Work closely with the CX and commercial leads in each regional BU, and with other Group teams, to prioritise goals and activities on a Group-wide basis and to manage stakeholder engagement. Build, lead and develop the team focussed on delivery of the dashboards and systems required to compile the metrics. Ownership of the of CX metrics in terms of definition and alignment to the customer pain points. Developing and communicating new metrics that will provide proof points on progress against key customer pain points. Assist with the setting of global goals and future ambitions to reach high performing norms.

Qualifications

4 year degree in Business, Finance, Marketing, Accounting or related field. Strong commercial/market knowledge. Demonstrated proficiency managing analytically rigorous initiatives. Proven ability to flex between tactical execution and strategic implementation. Demonstrated analytical (industry, market, and business) and quantitative skills. Proven ability to build strong trusted working relationships with internal and external business partners and executive level management; influencing without authority. Strong knowledge of data modeling concepts and experience designing and implementing data models for applications and/or reporting. Ability to manage multiple projects and priorities in a fast-paced, deadline driven environment. Prior experience working in either Data Warehousing or Business Intelligence background. Expertise with Business Intelligence/Data Visualization tools. Expertise building pro-active metrics and leading indicators.

Experience

7+ years of business/industry work experience. Experience with project management and PMO processes. Experience in delivering complex projects and business outcomes in Brambles or a comparable matrix organisation. People leadership, ideally of global teams comprising mix of subject-matter experts and more generalist profiles. Project Teams & Executive Stakeholders.

Skills and Knowledge

Proven ability to work independently and as a team member. Demonstrated learning agility. Curiosity and drive to bring evolving external modelling techniques to uplift our capabilities. Excellent organisational skills. Excellent oral and written communication skills. Strong attention to detail. Ability to extract insight from data and adjust the messaging appropriately for stakeholders, executives and BU leaders as appropriate. Passion for changing CX and willingness to challenge established ways of thinking. Ability to collaborate, influence and gain commitment from multiple stakeholders. Organisation, problem-solving, leadership skills and influencing capabilities.

Languages

English  Other EU Language

Preferred Education

Bachelors

Preferred Level of Work Experience

7 - 10 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at

  • Customer Service Team Lead

    5 mesi fa

    Milan, Italia Abbott A tempo pieno

    Within Abbott's Structural Heart division, we are recruiting a Team Lead for the Customer service department. Within Structural Heart, we partner with some of the world's best specialists and care teams that we know, to repair the damage caused by structural heart diseases and help rebuild healthier hearts—through better therapies, better evidence, and...

  • In Store Customer Experience Supervisor

    6 mesi fa

    Milan, Italia Hermès A tempo pieno

    GENERAL ROLE The In Store Customer Experience Supervisor leads and supports the team in developing and delivering the most memorable journey for clients, embodying the brand values and leading their team to provide heartfelt and bespoke attention to customers. The ideal candidate will act as a role model and will represent Hermès as an Ambassador,...

  • Customer Service Team Lead

    5 mesi fa

    Milan, Italia Brown-Forman A tempo pieno

    Meaningful Work From Day One This position will lead the Customer Service Team, ensuring a reliable and professional customer care throughout the entire process, from order taking via record management in the ERP System SAP to Invoice Issuance. Standard Order Administration as well Exception Management such as e.g. customer complaints and product...

  • Customer Experience Manager

    3 settimane fa

    Milan, Italia EssilorLuxottica Group A tempo pieno

    Contract: Permanent/Full timeCompensation:  If you’ve worn a pair of glasses, we’ve already met.We are a global leader in the design, manufacture, and distribution of sunglasses, frames and ophthalmic lenses. In over 150 countries we offer our industry partners access to a global platform of high-quality vision care products, iconic brands that...

  • Lead Consultant

    7 giorni fa

    Milan, Italia Open Text Corporation A tempo pieno

    OPENTEXT is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital...

  • STAGE - Customer Experience Analysis

    1 settimana fa

    Milan, Italia Sky A tempo pieno

    Sky Italia, per la sua sede di Milano, cerca una risorsa da inserire in stage all'interno della direzione Data & Strategic Insight. Il rapporto di stage ha la finalità di consentire allo studente un’esperienza teorica e pratica nell’ambito Customer Experience nella struttura di Analisi e Insight. Obiettivoprimario è l’analisi del KPI aziendale NPS,...

  • GUCCI Digital Tech Product Management Lead

    6 mesi fa

    Milan, Italia Guccio Gucci S.p.A. A tempo pieno

    Description Role Mission: The Digital Tech Product Management Lead defines, develops and owns the digital platform services product vision and strategy. He/she creates and evolves the services roadmap in collaboration with the Business Product Managers of Web and APP as well as different partners and vendors with the objective to maximize value for...

  • Change Management Lead

    4 settimane fa

    Milan, Italia McDonald's A tempo pieno

    The Change Management Lead will drive integration of change programs in connection with other local priorities / projects and will be fully dedicated to transformation programs. The role requires navigating a complex stakeholder landscape, and as such has multiple reporting lines: The role reports to the Segment Change Lead (as part of the Global...

  • Product owner

    4 mesi fa

    Milan, Italia DNV A tempo pieno

    Purpose : To ensure the successful implementation and maintenance of the ServiceNow product to meet DNV BUSINESS ASSURANCE's needs by collaborating with relevant stakeholders and achieving the objectives of the work pack. Responsibilities : Project Delivery Ownership: Lead the delivery of ServiceNow projects, ensuring alignment with concurrent...

  • MPS Customer Success Manager

    2 mesi fa

    Milan, Italia LIT Lexmark International S.r.l. A tempo pieno

    Responsibilities : Job Summary This is a customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (SOW) to Client’s satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement...

  • Change Management Lead

    4 settimane fa

    Milan, Italia McDonald's Corporation A tempo pieno

    Job DescriptionThe Change Management Lead will drive integration of change programs in connection with other local priorities / projects and will be fully dedicated to transformation programs.The role requires navigating a complex stakeholder landscape, and as such has multiple reporting lines:The role reports to the Segment Change Lead (as part of the...

  • Customer Experience

    2 settimane fa

    Milan, Italia CRIF A tempo pieno

    CRIF, prestigioso ed innovativo Gruppo internazionale specializzato in soluzioni informative, modelli decisionali, outsourcing, software e servizi consulenziali a supporto di banche, società finanziarie, assicurazioni, utilities e imprese, è alla ricerca, per la propria Business Unit specializzata in Business Information, di un:  INTERNSHIP CUSTOMER...

  • Sr Mgr, Sales Account Management

    4 settimane fa

    Milan, Italia Amazon Online Italy S.R.L. A tempo pieno

    - Bachelor's degree or relevant working experience- 6+ years of experience in digital advertising or client facing roles, with 2+ years experience in people management- Experience analyzing data and best practices to assess performance drivers- High level analytical abilities- Ability to establish effective cross team and cross functional partnerships to...

  • Sr Mgr, Sales Account Management

    1 mese fa

    Milan, Italia Amazon Online Italy S.R.L. A tempo pieno

    - Bachelor's degree or relevant working experience- 6+ years of experience in digital advertising or client facing roles, with 2+ years experience in people management- Experience analyzing data and best practices to assess performance drivers- High level analytical abilities- Ability to establish effective cross team and cross functional partnerships to...

  • Sr Mgr, Sales Account Management

    6 mesi fa

    Milan, Italia Amazon Online Italy S.R.L. A tempo pieno

    Amazon Ads helps brands create experiences that delight customers and deliver meaningful results. With 300+ million worldwide active customer accounts, and first-party insights based on shopping, streaming and browsing signals, brands can craft relevant campaigns that enhance customer experiences. Our solutions on , services like Twitch, IMDb T V, Alexa,...

  • Customer Experience Specialist

    7 giorni fa

    Milan, Italia Too Good To Go A tempo pieno

    At Too Good To Go, we dream of a planet with no food waste.Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis.We are on a mission to change that - are you with us?Our app connecting businesses with unsold food, and consumers willing to buy at a...

  • Customer Service Manager

    6 mesi fa

    Milan, Italia EssilorLuxottica A tempo pieno

    WHO WE ARE We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business...

  • Head of Customer Strategy, Capability and Excellence

    1 mese fa

    Milan, Italia Antal International Network A tempo pieno

    The company is a well-known Pharma company with a strong International environment. We are looking for an innovative and strategic: Head of Customer Strategy, Capability and Excellence The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure Corporate innovation and sustainability for future...

  • Head of Customer Strategy, Capability and Excellence

    4 settimane fa

    Milan, Italia Antal International Network A tempo pieno

    The company is a well-known Pharma company with a strong International environment. We are looking for an innovative and strategic: Head of Customer Strategy, Capability and Excellence The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure Corporate innovation and sustainability for future...

  • Head of Customer Strategy, Capability and Excellence

    4 settimane fa

    Milan, Italia Antal International Network A tempo pieno

    The company is a well-known Pharma company with a strong international environment. We are looking for an innovative and strategic: Head of Customer Strategy, Capability and Excellence The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure corporate innovation and sustainability for future...