Description
By joining the commercial excellence team within Marketing & Development, reporting directly to the Customer Experience Director, you will contribute to Saint-Gobain’s ambition to become a customer-obsessed organization by driving cross-functional collaboration and ensuring alignment with the group’s guidelines. Your role will emphasize cooperation across teams, with a focus on leveraging Voice of Customer (VoC) and customer experience (CX) tools to support initiatives that enhance commercial excellence.
Manage Voice of Customer Tool
- Promote the VoC tool and best practices within Saint-Gobain's businesses.
- Onboard new business units and support their VoC program deployment
- Collaborate with external vendors (e.g., Medallia) to manage VoC projects.
- Develop and share consolidated dashboards to give key stakeholders visibility into VoC insights for decision-making.
- Explore, promote, and implement new VoC functionalities to improve customer experience and business performance.
- Animate the community to ensure the tool’s relevance across businesses and regions, while facilitating collaboration.
- Create and update educational materials to help teams maximize the VoC’s impact.
Collaborate on Actionable Insights and Projects
- Analyse customer data
- Work transversally with business units, Commercial excellence colleagues and Marketing & Development to provide VoC insights that will lead to actionable plans when relevant.
- Support customer experience initiatives by applying methodologies such as persona development, customer journey mapping, and other relevant tools.
Develop and Enhance Digital Customer Experience Tools
- Coordinate the usage and expansion of AI-powered tools for interview analysis and insight generation, ensuring alignment with commercial excellence objectives.
- Coordinate AI projects that enhance customer experience tools.
- Work with development agencies to evolve and maintain the internal CX website (WordPress), ensuring it meets the needs of the community and M&D strategies.
Community Animation and Engagement
- Create and share inspiring content via Yammer and other internal platforms to keep the CX community engaged.
- Participate in webinars and support events to promote customer-centric approaches, and share best practices.
- Support CX training sessions, both remotely and on-site.
Informations complémentaires
