Customer Experience Expert

hace 2 días


España GlaxoSmithKline A tiempo completo

Site Name: GSK Tres Cantos, MadridPosted Date: Nov 8 2024Descripción del PuestoEl Customer Experience Expert formará parte del equipo de marketing, reportando directamente al CX Manager. Siendo responsable de impulsar la experiencia de cliente a través de desarrollar y diseñar estrategias omnicanal que ayuden a construir una relación coherente y consistente de nuestros clientes con el portfolio de productos.Además, analizará el Customer Journey de nuestros clientes para desarrollar un profundo conocimiento de las principales necesidades de los clientes, extraer insights y poder asegurar una experiencia de Usuario óptima y omnicanal, alineando las estrategias de experiencia del cliente con las iniciativas de marketing.Principales Responsabilidades:Desarrollo de Estrategia CX:Diseñar e implementar estrategias que mejoren la experiencia del cliente a nivel omnicanal y que se alineen con los objetivos de negocio del área.Implementar estrategias personalizadas (User Journeys) para satisfacer las necesidades específicas de los clientes, mejorando así afinidad y la fidelización.Establecer mecanismos para recoger y gestionar el feedback de los clientes, utilizando esta información para realizar ajustes en procesos y estrategias.Análisis de Datos:Identificar las necesidades de los clientes, así como recopilar y analizar los principales KPIS de performance para identificar áreas de mejora y oportunidades a nivel de negocio.Hacer seguimiento sobre las tendencias del mercado y las mejores prácticas en CX, adaptando la estrategia según sea necesario.Segmentación:Trabajar en mejorar las diferentes segmentaciones de clientes para poder ofrecer una mayor personalización de contenidos.Estrategia de Contenidos: Trabajar estrechamente con los Content Experts y Product Managers para ofrecer una propuesta diferenciadora de Contenidos a nuestros clientes.Project Management & Innovación:Liderar la implementación de diferentes proyectos cross departamento que ofrezcan soluciones innovadoras a nuestros clientes.Embajador del cambio:Ser embajador y líder a la hora de transmitir al resto de los equipos (RdV y Marketing) la importancia de la experiencia del cliente e integración en todos los proyectos del área.¿Por qué tú?Requisito Básicos:Experiencia previa en Marketing Digital.Profundo conocimiento de los canales de relación con el cliente y experiencia en el sector.Dominio de las diferentes herramientas digitales y UX/UI.Licenciatura universitaria, en ciencias de la salud, IT o ADE.Dominio y fluidez del inglés.Altamente Valorable:Conocimiento de metodologías y herramientas Agile.Máster en marketing digital.Habilidades:Orientación a objetivos, iniciativa y proactivo.Altas habilidades relacionales y de comunicación influyente y empática.Perfil Analítico.Habilidad para trabajar en equipo.Gran capacidad de organización y gestión del tiempo.Fecha final de recepción de candidatos: 22/11/2024
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  • España GSK A tiempo completo

    Site Name: GSK Tres Cantos, MadridPosted Date: Nov 8 2024Descripción del PuestoEl Customer Experience Expert formará parte del equipo de marketing, reportando directamente al CX Manager. Siendo responsable de impulsar la experiencia de cliente a través de desarrollar y diseñar estrategias omnicanal que ayuden a construir una relación coherente y...


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  • Dutch Customer Service

    hace 5 días


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