Responsible for developing insights into consumer behavior and satisfaction.
She will have to implement processes & use the defined tools to gather and leverage customer data allowing a baseline of current customer experience to be established.
She will apply the strategy, recommend & execute actions to improve the acquisition and retention of consumers across all touch points as well as well as promoting the company through on-line and Social Medias
Ensure that customer enquiries, feedback and demands are translated and communicated to the relevant merchandising teams.
Implement and monitor strategies to optimize processes and the workforce to deliver operational effectiveness and increase overall customer and employee net promoter scores (NPS).
Bachelor’s Degree or Masters in business administration, operations management, or related field.
Digital Marketing, Customer’s Insight or Communities.
Advanced degree preferred.
REQUIRED WORK EXPERIENCE:
6+ years branding/communications team management experience
Digital Marketing, pure player, retail or ecommerce fields
Experience on customer building feedback mechanisms and translating the resulting data analytics into Actions for a large retailer
Experience on translating brand strategies into actionable business plans and projects
Has a leadership experience of a customer insights function
Excellent stakeholder management across multiple functions including C level executives
Ability to implement and measure through brand measurement tools such as NPS the improvement of the brand perception over time.
Ability to craft compelling communication strategies to allow the maximum brand impact.
Excellent communications skills to create a world class fulfilment and operations strategy
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