Programme Manager, Customer Experience

We are looking for a bright, motivated and switched on **Customer Experience Program Manager** to support the deployment and development of Tech Data’s newly formed European Customer Experience practice. The practice will address over 100,000 reseller partners as we work towards our mission to deliver best in class customer experience.

The role will be instrumental in the design, delivery, measurement and improvement of our customer experience program as we raise the bar across all sales channels and holistic engagement points with our partners.

The program manager will combine a strategic mindset with strong insight and analytical abilities to develop and deploy the CX Roadmap. Ensuring the customer voice is heard, listened to and acted upon consistently across our business and leading the development of an advanced customer centric culture.

As a key member of the Global CXM and European digital transformation group, the role will coordinate and work with multi-disciplinary experts and leaders from across the organisation covering data, marketing automation, sales and e-commerce platforms. As a highly visible advocate of the customer you will have the experience to communicate and influence with senior executives, working within a wider transformation team to shape our next generation business models and go-to-market approach.

**Essential Duties and Responsibilities**:

- Lead implementation of CXM pilots and later European initiatives that drive material improvements in customer experience as measured through standard metrics (OSAT, CSAT, CES and NPS).
- Drives a culture of change to ensure customer experience improvement is considered as a top priority for business leaders, co-ordinating activities with customer advocates in each country and acting as a leading voice in the design and delivery of communications.
- Prepare materials for global and regional executive meetings and reviews and engage with business leaders and key stakeholders through presentation and storytelling to advance commitment to CXM.
- Co-ordinate and develop the analytics framework for consolidating customer engagement feedback and verbatims, providing insights to country and regional leadership and voice of customer to roadmaps and process design.
- Develop a framework to capture and document processes, build and own the European CXM blueprint and playbook.
- Initiate Customer Journey Mapping sessions to provide deep insight to the customer experience with resources and software to support this key practise.
- Promote the country adoption of CXM best practices and partner with countries and central business experts to support their deployment.
**Knowledge, Skills and Experience**:

- 5 to 8 Years of relevant work experience.
- Bachelor's Degree in Business Management Economics Marketing or similar field of study required.
- Able to interact effectively with all levels of management
- Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
- Possesses strong multi-cultural interpersonal skills.
- Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to build solid, effective working relationships with others.
- Able to quickly learn new systems and technology.
Tipo de puesto: Jornada completa, Contrato indefinido

Horario:

- Turno de 8 horas