About the job Customer Experience Contractor
Purpose of the job
Shaping a better Customer Experience for Orange customers at all customer
touch points and channels (specialized in all Orange outlets: shops,
franchise, express, vans, boutiques, Kiosks, POS)
Duties and responsibilities
* Accompany marketers in developing products in the design phase of new offers.
* Develop and monitor action plans for improvements in the field of Customer Experience. ( Managing the Road to excellence project to align between Marketing and retail , and remove complexity in the operations )
* Contribute and design customer journey aiming to enrich the customer experience; six stage CJ. And find the complexity points and initiate needed action to simplify it .
* Work closely with all Orange departments ( commercial, CS, technology, finance, team) to promote customer experience strategy and support culture change.
* Coordinate with the team to develop and deliver necessary actions and projects to increase customer satisfaction and provide change inside the company.
* Responsible for generating regular Siebel reports in order to gather data to prepare the needed quantitative and qualitative reports.
* Manage the hot-survey project through coordinating with Technology for all kinds of development and implementation needed. In addition, issue the monthly reports and KPIs
* Responsible for preparing the monthly quality performance indicators for all Sales Channels
* Prepare the quarter business review for retail channel to revise the channel performance in terms of Customer Experience, resources, activities and quality.
* Responsible for creating the CJ for Smart store and deliver the training material
* Choose and develop with the Quality team the Mystery shopper scenarios
* Participate in enhancing the NPS by analyzing the main reason of detractors and suggest solution to turn them to promotors
Job specification
Education
* University degree in business administration
Experience
* 0-1 years of experience in Retail or customer experience background
Skills and abilities
* Excellent English both spoken and written
* Ability to understand customer needs, motivations and behaviors and translate them into actionable deliverables.
* Detailed-oriented and highly developed organizational skills including the ability to prioritize tasks and meet deadlines.
* Ability to oversee projects from conception to delivery.
* Strong self-management skills and the ability to work as a contributing member of a multi-disciplinary team
* An ardent belief that better work is done through collaboration
* Strong analytical and quantitative skills
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