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Customer Insights Manager

Company: Oettinger Davidoff AG
Location: Pinellas Park
Posted on: June 20, 2022

Job Description:

A strategic shift is taking place at Davidoff to deliver an impactful experience across all touchpoints. The newly formed Customer Experience department is establishing standards, collecting data, and managing interactions to create consistency and drive towards our greater Customer Success initiative. This individual will be responsible for leading customer research and analysis efforts to identify drivers, pain points, and unmet needs of various customer segments. You will support business growth by uncovering, interpreting, and integrating customer insights into our projects and decisions. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties will be assigned.Voice of the customer

  • Develop and bring together various data sources to understand customer friction points, motivations, needs, goals, and uncover the "why" behind customer actions.
  • Pull data together to uncover insights and create concise suggestions to bring those insights to life -all linked to priorities to drive the business
  • Document current and future consumer journeys, identifying key activities, touchpoints, emotions, supporting data, and opportunities.
  • Have a keen eye on trends and a hunger for data. Ability to prove or disprove hypotheses by bringing the right data to the table.Customer Experience Adoption
    • Work with each discipline across the company to reframe their mindset and rituals towards customer-centricity.
    • Be hyper-focused on the customer and their needs: both today and into the future.
    • Passionate about increasing customer satisfaction, loyalty, and retention.
    • Align Customer Experience strategies with Marketing, Sales, and overall company initiatives.
    • Keep informed of Customer Experience trends and develop ways to incorporate them in our company.Customer Programs
      • Define new customer experiences and projects based on insights, drawn from new primary research and existing research.
      • Showcase program effectiveness, progress, and opportunity through the development of metrics reporting and key performance indicators.
      • Continuously improve existing processes to operate more efficiently.
      • Serve as an informal leader for change management within the direct team and broader organization.Requirements
        • Experience with quant/qual research (interviews, surveys) and persona & user journey development
        • 5+ years of CX, customer journey, customer blueprinting
        • Strong analytical/ data interpretation skills and ability to translate customer data into actionable recommendations
        • Self-starter who is naturally curious and accountable
        • Expertise in survey construction and execution a plus
        • Excellent verbal, storytelling, and written communication skills
        • Tech-savvy in CRM technologies (SAP, Salesforce, Microsoft)---Certified Customer Experience Professional (CCXP) a plus

Keywords: Oettinger Davidoff AG, Pinellas Park , Customer Insights Manager, Executive , Pinellas Park, Florida

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