Beschreibung
We are currently looking for a Senior Marketing Consultant (m/f/d) for our client in the FMCG industry.
Start: 10.10.2022
End: 09.07.2023
Volume: full-time
Location: remote
Language: English
Background
The service is requested as part of the project above. Make an impact in our journey to become an agile, customer-centric, cross-functional and data-driven organization by shaping your part of our B2B Adhesives Digital Transformation
Deeply understand the Customer and ensure that the Voice of the Customer is incorporated across the whole E2E Customer Journey through direct, indirect and inferred customer feedback
Help grow the Customer business by including the Voice of the Customer across the whole Customer Journey to steer any cross-functional CX improvement, across Marketing, Sales and Service functions for all our B2B businesses and Regions
Tasks (indpendent delivery):
* Consult the project team on how to design best-in-class VoC methodology, strategic approach and measurements cross-channels and functions at Global, Regional, local and SBU level
* Incoprporating the Voice of the Customer across the whole Customer Journey through direct, indirect and inferred customer feedback in order to improve and steer overall CX, positively impacting NES
* Consult the project team on how to build the new Voice of Customer Capability in terms of:
* Priorities
* Roadmap
* Blueprint
* KPI framework
* Best practices across the end-to-end customer journey
* Consult the project team on how to shape, implement and continuously optimise the Voice of the Customer capability across all axes:
* Customer & Business
* Organization & Way-of-Working
* Technology & Data
* Set the stage to deliver a coherent E2E Digital Customer Experience across all of Customers channels by listening to customer needs and other Voice of the Customer insights as input to Spark new ideas and CX improvements, working across all SBUs/Regions/Functions to maximize engagement and drive conversion and business growth
* Consult the project team on how to drive full adoption of the Voice of the Customer capability and standards across all SBUs, Markets and Functions
* Consult the project team on senior stakeholder management & vendor management
* The service provision of the contractor has the goal to shape Customer Adhesives into a fully Customer centric and data-driven organization.
Skills (must have):
* Voice of Customer experience in large multinationals (NPS, CSAT, CES, NSS)
* Strategic and pragmatic VoC approach design & implementation
* VoC Capability design and building
* Statistical VoC analysis & insights understanding
* Project Management and stakeholders management skills
WE are looking forward to hear from you
Michael Bailey International is acting as an Employment Business in relation to this vacancy.