Customer Experience Specialist
hace 1 semana
Online marketplaces have never been this awesome.
We are currently looking for aCustomer Experience Specialist to join our Marketing team within our Düsseldorf or Palma office.As a Customer Experience Specialist,you will be a part of a large, collaborative, creative and multinational team that is passionate about what they do. Your aim will be to enhance overall customer satisfaction and loyalty by understanding, measuring, and initiating improvements for the end-to-end customer journey.
Within the first 6 months you will be working on NPS (Net Promoters Score) and various customer review platforms(, Trustpilot, idealo) monitoring and reporting improvements; You will be fully onboarded with our business modal and knowledgeable of all running automated email campaigns related to NPS and reputation topics;Providing responses on customer feedback over several platforms; Charge of regular performance reporting on NPS and reputation topics; Facilitating your first NPS Ambassador meeting; NPS feedback label monitoring and improvements;Taking ownership of AI supported sentiment analysis for Zenloop and customer feedback project; Establishing connection with Bloomreach platform; and launching and monitoring performance of new automated email campaigns to collect customer reviews on various platforms.
Some of your key responsibilities will include, but not limited to, the following:Managing rating platforms such as ; Creating, testing and evaluating automated email activities around customer feedback topics; Optimize our processes and customer touchpoints such as customer feedback and customer reviews; Reporting the insights from the feedback that the company received; Documenting functionalities, workflows and processes; Respond on incoming customer feedback over various platforms;Organising and facilitating various meetings with different stakeholder groups; and working closely with CRM team and contributing your ideas when addressing existing customers, as well as cross-functional stakeholders within our company (marketing, tech, business intelligence, commercial, customer support etc.).
You've got
Good analytical skills and experience with data analytic tool Power BI Basic HTML skills Good communication skills (oral and writing) The ability to find the right balance between a pragmatic hands-on mentality and attention to detail with high standards for your own work Highly self-driven and having the ability to work independently, but as well as with various stakeholders from different teams internally and externally Experience in the B2B or marketplace environment (an advantage) Experience with Bloomreach, Zenloop, , idealo and Trustpilot platforms (an advantage) Fluent English skillsWe've got
Innovative product and exciting career opportunities in an agile environment with a start-up mentality A diverse and vibrant international environment of 70+ different nationalities Flexible working hours and hybrid working with also flexible home office policy 30 days of vacation per year Full support from METRO Group – our mother company Metro Card for shopping at discounted rates & company discounts with renowned brands JobRad and JobTicket programs for commuting Health and wellbeing support Language courses subsidy for professional growth Attractive referral program Team events, MeetUps, and TechTalks And much moreAbout us
We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.-
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