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Responsable Expérience Clients
hace 3 meses
**Votre poste sera scindé entre le Customer Client France à hauteur de 70% et le Customer Espagne à hauteur de 30%. Salaire fixe entre 40 et 45k selon expériences et prime annuelle sur objectifs. Vous êtes bilingue en Français et en Espagnol.**
**En tant que Responsable Expérience clients H/F, vos missions s'articuleront sur les domaines ci-dessous**:
1.Stratégie de tarification : définir la stratégie de tarification pour les ventes incitatives, les mises à niveau, les opérations clients et mettre en œuvre des actions.
2.Optimisation des processus : Identifier les domaines d'amélioration des processus en contact avec les clients et mettre en œuvre des changements pour améliorer l'efficacité et la satisfaction des clients.
3.Envoi de communications mensuelles aux clients par courrier électronique. Utiliser les retours d'information et les analyses des clients pour obtenir des informations exploitables, afin d'améliorer en permanence le parcours des clients, en particulier en ce qui concerne les appels.
4.Défense des intérêts des clients : Élaborer et mettre en œuvre des programmes visant à identifier et à cultiver les défenseurs des clients.
5.Communication : Collaborer avec des équipes interfonctionnelles pour assurer l'alignement des initiatives en matière d'expérience client et communiquer les progrès et les résultats à la Direction.
6.Actions proactives en matière de désabonnement : Identifier et développer des initiatives proactives de désabonnement telles que des appels téléphoniques, des communications écrites.
7.Assurance de la qualité : Établir et surveiller les indicateurs clés de performance (ICP) pour mesurer et garantir la qualité des interactions avec les clients.
**Nos avantages**:
Un parcours d'évolution afin de développer vos compétences.
Une entreprise où il faut bon de travailler ; certifiée « GREAT PLACE TO WORK » à trois reprises.
Un environnement de travail convivial, participer à différents projets en lien avec le parcours client.
**Profil recherché**:
Issu d'un Bac +5 en Commerce ou Marketing, vous avez acquis au minimum, 3 ans d'expérience sur le même type de poste hors alternance.
Vous détenez de solides connaissances en expérience clients, marketing clients/innovation. Vous avez êtes déjà intervenu sur des sujets de parcours clients, fidélisation, expérience clients.
Vous êtes bilingue en français et en espagnol.
Vous maîtrisez un CRM, vous maîtrisez parfaitement EXCEL.
Vous adhérez à nos valeurs fortes **:Orienté clients, Volonté de s'améliorer, Guidé par les objectifs, Être fiable.**
- Notre politique de recrutement est engagée en faveur de l'intégration des travailleurs en situation de handicap._
Type d'emploi : Temps plein
Salaire : à partir de 40 000,00€ par an
Lieu du poste : En présentiel