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Consumer Experience Lead

Oddělení
Sales
Úvazek
Plný úvazek
Lokalita
Praha

Philip Morris ČR a.s. is strengthening its team dedicated to consumer journey projects, specifically Consumer experience team. As a part of the team, you will be responsible for ensuring that our consumers have a positive experience in every interaction and every touchpoint across the consumer journey. We’re offering you an opportunity to apply your expertise and creativity, be in the connection with other departments and acquire new skills.

CONSUMER EXPERIENCE LEAD

WHAT WILL BE YOUR ROLE?

Understand the consumer needs, emotions, pain points and ways to improve offered servicesAnalyze consumer interactions, insights and feedbacks through various sources and identify opportunities to improve consumer experience and brand perception as a “Love brand”Working and develop consumer metrics as NPS, CSAT, CES to increase consumer satisfaction, loyalty and advocacyFind the ways to reduce and remove consumer pain points with current products and services and develop solutions to improve consumer experienceParticipate in projects related to development and deployment of commercial activities with Consumer experience expertise (advocating for consumer solutions based on consumer insights, voice of consumers, pain points.).Participate on communication journey mapping across channels and cooperate on its designingDefine the touchpoints across the consumer journey and find the opportunities for improvement.

WHO ARE WE LOOKING FOR?

Min. 3 -5 years of experience in CX/ customer care/ project management/ customer retention/ marketing communication/ marketing analyses/ market research/ sales / trade marketing (incl. traineeships)Native Czech/Slovak language, able to communicate in EnglishConsumer centric approach, problem solving attitudeStrong analytical skills to be able to use data to identify trends and consumer needs. Experience with consolidation business and consumer data and their interpretation together with creative mindHighly organized and detail-orientedFamiliar with project management principles and practicesGood time management, ability to work under pressure and handle multiple tasks simultaneouslyGood communication, interpersonal and customer service skillsTeam player and strong cross-functional collaboration skillsIntermediate MS Office user (Power Point, Excel)

WHAT DO WE OFFER YOU?

We offer a competitive salary and excellent benefits package such as:

Flexible working hours / home office possibility25 vacation days and 4 sick daysMeal tickets and plenty of restaurants close to the office11 000 points in BenefitCafe, Multisport card possibilitySummer/winter vacation contributionLife & accident insurance, Pension plan with contribution (3rd pillar)Possibility of above-standard medical careExcellent location - Karlovo náměstí (line B, 10 min from line C - I. P. Pavlova), with terrace on 8th floor with great view
Jak to u nás vypadá?

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