Customer Experience/Engagement Manager

Location

Roissy en France, Val d'Oise | France

Job description

The Role
In this role, you will be responsible for overseeing the implementation, management, and optimization of our customer relationship activations, marketing tools Your primary objective will be to enhance customer relationships, improve customer satisfaction, and drive business growth through effective use of the CRM platform and associated tools. Ultimately, you will actively focus on Customer retention and cross selling and up selling initiatives (Key metrics: %RN; ROCXI…).

Tasks

• Plan and deliver customer engagement strategies across the organization for existing portfolio of customer to support the retention and increase their value (cross selling-up selling)
• Ensure up-to-date customer information: 360 view on the customer, products bought, customer segment customer journey, VOC
• Regularly review customer contact records in the CRM system to ensure accuracy, completeness, and consistency of data
• Develop reporting and analysis on customer data base: Number of customers, total premium per LOBs and main KPIS related to customer data base
• Ensure the customer segmentation process and the update of the records in the data base
• Use customer segmentation and information for personalized customer journey to improve customer engagement and marketing efforts
• Train: Be an advocate for the marketing for the usage the different tools related to customer relationship management and contribute to knowledge sharing across all the regional teams of the different functions of Marketing and Sales
• Build; Collaborate with GOC on defining the capabilities and driving the implementation of the required (Salesforce, ;Marketo, AE CDP)
• Maintain: Ability to assist in trouble shooting of ad hoc issues and to escalate important issues to GOC related to customer engagement Tools (Salesforce, ;Marketo, AE CDP)
• Steer: Lead communication for CRM platform and process changes in coordination with the other functions, Main contact point at Group level for everything related with the Marketing tools for customer engagement

Skills

• Proven experience in customer relationship management, with a deep understanding of CRM principles and practices
• Proficiency in using CRM platforms (e.g., Salesforce) and related tools
• Strong analytical skills with the ability to interpret data and generate actionable insights
• Attention to detail, to manage the integrity of the CRM data
• Familiarity with digital marketing principles and campaign execution
• Excellent project management and organizational skills
• Strong communication skills along with a customer-oriented mindset and ability to work collaboratively with cross-functional teams
• Knowledge of data privacy and protection regulations (e.g., GDPR) would be a plus

If you are interested in the position above and think you have the right profile please follow the online application process. For more detailed information on the company and our career opportunities please go to our website:

Job tags

Salary