Manager - Customer Experience Excellence

In this role, you will enable EGA and EGA employees to continuously deliver customer experience ahead of industry standards, leveraging modern digital tools, processes and interaction models, while maximizing long-term customer value and derisking overall business. You will lead and facilitate capability building of personnel under direct line management. In-line with seniority of the role, support M&S employee development and assert thought-leadership in area of expertise.

Key Accountabilities:

Customer Experience (CX)

• Define EGA best practice CX concepts, success factors, development roadmap and measurable KPIs.
• Lead development and implementation of  concepts, processes and tools to improve customer experience and customer lifecycle management. Key concepts include customer segmentation, differentiated service offering, account management, interaction models and Customer Relationship Management.
• Develop dashboards and processes to monitor and continuously improve customer experience and satisfaction.

Customer Relationship Management (CRM)

• Manage and govern Salesforce, M&S’ core Customer Relationship Management portal.
• Lead continued development of Salesforce including relevant internal and external resources assigned, working closely with relevant stakeholders in M&S, Finance, Legal and IT/I4.0
• Lead implementation of CRM concepts with relevant functions (Sales, Cast house, Sales Administration, Credit, overseas offices…) and provide user support as required.
• Lead development and monitoring of solution usage and information quality.
• Lead monitoring and extraction of insights from information available through Salesforce.
• Ensure resource effective and efficient processes, concepts, developments and maintenance.

Customer Segmentation and Differentiation

• Lead development and maintenance of EGA’s customer segmentation methodology, information and toolset.
• Work closely with relevant EGA stakeholders across business functions to collect and compile information on existing customers to support customer segmentation.
• Establish and maintain a deep understanding of customer segments and market intelligence based on sound internal and external customer insights.
• Develop and maintain service offering guidelines and value propositions per customer segment.
• Lead development and maintenance of differentiated customer service model working with relevant stakeholders across functions.
• Lead implementation of differentiated service models across relevant EGA functions.
• Monitor implementation of, and adherence to, differentiated service model.

Account Management (AM)

• Lead development of AM concepts, processes and tools.
• Support Sales in development and maintenance of high quality customer development plans.
• Maintain transparency on completeness and quality of Account Plans.

M&S IT/I4.0 priorities

• Maintain overview and coordination of M&S IT/I4.0-related projects and priorities.

People development

• Facilitate coaching and capability building related to CX concepts and tools across relevant EGA stakeholders2.

KPIs and development of EGA

• Deliver against M&S’ Performance Management KPIs as defined by CMO and direct manager and signed into annual performance agreement.

Minimum Qualifications:

• Bachelor’s Degree in Business Administration or related specialisation

Minimum Experience:

• 10+ years experience within Commercial or Finance support functions, such as Strategic Marketing, documentation, financial analyses, reporting etc.
• Experience with Salesforce, customer segmentation  and other CRM related concepts.

Skills:

• Ability to plan and lead own work and potential team members’ work
• Strong personal and creative drive
• Strong Microsoft Excel and Powerpoint skills
• Strong analytical and problem solving skills
• Strong analytical and problem-solving skills
• Basic financial and commercial understanding
• Good understanding of core commercial processes, process mapping and development
• Good understanding of Customer Segmentation and differentiation concepts
• Planning and organising skills management experience
• Excellent verbal and written communication skills
• Excellent people management and influencing skills
• Interpersonal skills
• Knowledge of operational systems/processes