Pronovias Group, global leader in the luxury bridal industry is looking for an experienced Customer Experience Insights Manager that will be responsible for providing the CX insights and learnings to the end to end Customer Experience including :
Develop and analyze feedback sources to gather the omnichannel customer insights.
Develop and communicate customer satisfaction metrics and data models accross the organization translating insights into business initiatives.
Review key Customer Experience performance indicators, suggesting improvement and corrective actions as needed.
Develop and communicate CX reports that create an engaging Customer Experience, enhancing customer satisfaction / NPS, ultimately upgrading conversion, sales and customer loyalty.
BSc in Business Administration or Marketing.
5 years of experience developing Customer Experience in international omnichannel enviroments, preferably within the retail industry.
Demonstrated ability to combine insights from various sources with additional operational data to effectively quantify the impact to the customer and the business, enabling efficient decisions with key business partners
Expertise in quantitative, qualitative and statistical methods related to CX analytics.
Strong knowledge of and experience working with survey software, text analytics platforms, enterprise feedback management platforms and data visualization / business intelligence platforms.
Excellent Business accumen and deep understanding of Net Promoter Score (NPS) methodology and experience with other tracking based studies.
If you are a passionate advocate for the customer and excited about the opportunity of developing the Customer Experience towards the next level, fostering customer engagement and loyalty we are really looking forward in meeting you.