Job location : Paris, France
: 06/10/2021 - 02:00
Job reference : REQ - 04418
Scope: Customer Service & Logistics teams, approx. 145 people spread over 14 countries in Europe and Middle East
Ensure that customer insights are disseminated, deeply understood, and used as the basis for development of innovative new products and services.
Measure through Key Performance Indicators the improvement of the customer satisfaction and do reporting
Identify and implement new tools, methodologies, processes and best practices when necessary.
Align Customer Experience program with existing sales, quality, operations programs and CRM
Monitoring of its other themes such as CRM extractions, analysis of customer complaints, compilation of data to output dashboards and monitoring of action plans that are launched to improve indicators.
Re-initiate and lead the ‘damaged packages’ improvement project (project coordination and animation)
Customer Experience improvement through Net Promoter Score
Production and communication of accurate documentation, KPIs and best practices
Title & Position in the organization
Title: Customer Experience Coordinator
Reporting to: Customer Experience Manager
Location: Paris, France
CDD, 6 month contract; from June / July to December 2021
Competencies and experience
Strong customer orientation and business sense
Strong interpersonal and communication skills (oral and written, communication to customer service team, supply chain teams and external consultants)
Good analytical skills, result oriented
Rigorous, organized and process oriented
Tools knowledge: CRM (Salesforce), Google Suite will be a plus
Ideal background/ experience
Minimum 2 to 3 years in sales/ marketing / customer service/ communication
Business School or equivalent
Fluent in English, French is a plus
Only technical issues will be monitored through the below inbox:
recruiting.support@ imerys.comPLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED. To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.