Ommnichannel Customer Experience Business Partner Milano

Ommnichannel Customer Experience Business Partner
Milano
Lombardia, Milano

_THE POSITION

-**:

The Omnichannel Customer Experience Business Partner is responsible for supporting business areas in improving the Customer Experience relating to a set of customer segments, leveraging market research evidence and customer insights, with the aim of co-creating high added value solutions, in terms of content, services, campaigns and customer journeys, to improve the company's customer engagement model in accordance with the business strategy and customer needs.

**Responsibilities**:

- Contribute to the process, design and implementation of Integrated Customer Planning (ICP) on assigned TAs

- Monitor execution and ensure ICP governance

- Support in defining the Omnichannel strategy based on customer needs and digital attitude.

- Support in the design of omnichannel campaign workflows, including customer journey mapping and definition of the editorial plan

- Guarantee the best way of communicating within Omnichannel campaigns and Content Planning

- Support in gathering insights for effective monitoring of campaign process and workflow and in generating actions

- Project Management and clustering of customers into subgroups based on their needs and attitudes.

Measure Customer Experience KPIs and monitor improvements over time

**Requirements**:

- At least 3 years of experience in similar position

- Master's degree preferably in engineering or equivalent STEM faculty

- CRM System knowledge

- Experience in omnichannel campaign management

- Experience in Customer Experience basic concepts & methodologies (Customer Journey, Personas, Pain points & Opportunities, Close the loop actions, etc.

)

- Project management skills

- Processes analysis and optimization experience

- Change management skills

- Interpersonal skills and communication skills

- Excellent knowledge of English (writing and speaking)