It-Customer Experience Business Manager Campania Lazio

It-Customer Experience Business Manager Campania
Roma
Lazio, Lazio

The CXBM coordinates all customer facing roles to deliver personalized and orchestrated customer experience within his/her geographic territory based on analytics insights and regional specificities.

**Key responsibilities**:

**Key Deliverables**:

- Regional business plan in line with strategy to improve customer experience and deliver business objectives in territory, and subsequent achievement of objectives

- Individual team development plan

- Customer Effort Score and NPS (at CX specialists team level)

- Sales target (at CX specialists team level)

**Activities**:

- Coaches and leads CX specialists to:

- Create a personalized customer experience

- Use omnichannel approach and coordinate all touchpoints with the customer including agile marketing campaigns, symposia, visits, calls, etc. ,

- Use digital interaction channels in support of the omnichannel approach

- Use Advanced Analytics insights

- Feedback data to the Advanced Analytics team through various tools, including CRM

- Sets guardrails for CX specialists to guide them on their responsibilities to deliver personalized orchestrated customer experience. Arbitrates and make corrective actions to CX specialists' suggestions when needed

- Ensures seamless collaboration between CX specialists, MSLs, market access to deliver the best customer experience

- Provides continuous feedback to ensure CX specialists' development

- Monitors performance of sales teams and its evolution over time in the context of market trends using dashboards

**Professional experience & Education**:

- Distinct knowledge of local network, their decision-processes/ structures

- Experience using data insights to make business decisions

- Experience leading a team in a commercial environment

- Ability to make decisions/arbitrage

- Strong mentoring and coaching skills

- Effective goal setting and planning skills

- Ability to deal with ambiguity

- Deep listening skills

- Ability to create a problem solving environment

- Strong influencing skills across the company

- Motivating, ability to build a sense of trust and rapport with team

- Role model of core-behaviours and the new ways of working

- Curious

- Collaborative

- Customer centric

**Why work with us? **: