Our dream is to convert every adult smoker that would otherwise continue to smoke, to smoke-free platforms. To help us achieve our dream, we need your help!
We are currently looking for a Senior Team Lead CX
IN THIS ROLE you will develop comprehensive consumer experience strategy based on voice of consumer to address gaps and needs across the journey, aligned with Category objectives and company goals. The aim is to continuously improve omnichannel consumer journeys for the entire consumer lifecycle and set the Next Best Actions on consumer level across channels integrating Multi-Category strategy. The position closely collaborates with Categories and Market Commercial Operations (CZ/SK).Lead high performing CX team on a daily basis and ensure their personal & professional development.Drive the customer audience segmentation, leveraging consumer and channel insights and analytics to identify specific consumer needs- Define, facilitate deployment and continuously evaluate CX journeys (calls, CRM communication) aiming at increasing consumer value through increasing adoption, cross-category offers and preventing abandonment
Consumers NBA (Next Best Action) strategy development and deploymentSupport consumer-centric approach (collecting feedbacks, incl. Voice of Consumer and insights from other sources, and initiate corrective actions)Manage product care related agenda, defining the strategy for after sales customer support and initiation of activities for effective resource utilizationCollaborates closely with Categories and other stakeholders to synchronization to ultimately deliver one voice and experience towards the consumerEnsure efficient and effective use of resources
WHAT WE ARE LOOKING FOR:
WHAT WE OFFER:
We offer a competitive salary and excellent benefits package such as:
Flexible working hours / home office possibility
25 vacation days and 4 sick days
Summer/winter vacation contribution
11 000 points in Benefit Café, Multisport card, Meal tickets
Life & accident insurance, Pension plan with contribution (3rd pillar)
Za velkými změnami stojí vždy velké týmy. V práci trávíme většinu života, proto je naší prioritou, abyste tu byli spokojení.