Job Posting Title
Customer Journey Manager
The challenge
An exciting opportunity has arisen to contribute to the development of the Consumable & Accessories Product Line at Haier Europe.
The Company is on a journey to achieve ambitious business growth and leadership objectives in the region, and we need someone who is passionate, proactive, self-driven and motivated to join a team of open-minded individuals.
We are looking for an individual who demonstrates the core values of the Haier's attitude: entrepreneurship and innovation, zero distance to consumers and IoT & Ecosystem thinking.
A true change agent with an agile approach thriving for idea contamination and with a hyper-collaborative approach that breaks silos and creates an open ecosystem.
What you will do
Main Activities:
- Stay up-to-date with new web technologies, digital marketing trends and customer insights within and outside the industry to assess opportunities, best practices and building related internal reporting
- Map customer experience journeys with an omni-channel approach to identify journey bottlenecks, pain points and produce related documentation outcomes
- Define re-design principles and build design proposals on customer experience journeys across several online and offline touchpoints
- Leverage on customer transactional & emotional data, across specific customer experience journeys, to build re-design proposal based on insights
- Lead the requirements gathering process and recurrent planning/review sessions with the internal stakeholders as well as with the external providers
- Facilitate the requirements gathering process, schedule and lead recurrent planning and review sessions with the internal stakeholders as well as with the external providers
- Lead CJ projects, according to specific budget results in terms of revenues & investment
- Develop customer data tracking tools (e.g.
surveys, market research briefs,) to capture insights on customer behaviors and satisfaction
- Analyze customer transactional & emotional data, across specific customer experience journeys, and build re-design proposal based on insights
- Support and sponsor the overall company transformation towards a consumer-centric approach
- Support the evolution of the strategy for the Consumable & Added-Value Services Business, providing valuable input for omni-channel campaigns and acting as consumer-centric ambassador
- Perform benchmarking activities within and outside the industry to identify best practices
What you need to succeed
Must have
- Degree in International Business Management or Marketing
- At least 6/7 years of experience in Omni-channel Customer Journey MGMT, Digital Marketing or Marketing Analytics
- E-commerce, Customer Care & B2C background as a strong plus
- Fluent English and Italian
- Motivation, Self-driven approach & Positive attitude as key skills to success in this role
- UX design and MGMT tools knowledge
- Customer-oriented mind-set
- Data-Driven decision making
- Innovation Approach
- Change Management
Nice to have
- Other languages might be a plus
Haier Europe is an Equal Opportunity Employer.
Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.