Customer Experience Executive

METRO Grossmarket Bakırköy Alışveriş Hiz. Tic. Ltd .Şti.

Qualifications:  

• Passion in customer centricity
• Previous experience of working in Customer Experience role  (5 years)
• Net Promoter System (NPS) Knowledge and experience in NPS programme management
• Able to interpret qualitative and quantitative insights
• Collaborative and able to operate at all levels of the business
• Excellent stakeholder management
• Lead functional and cross-functional teams
• Proven project management skills
• Self-starter, takes full ownership, follows through
• Strong communication and inter-personal skills
• High energy and can-do attitude

Job Description: 

• Manage the NPS programs to measure customer satisfaction, follow-up on the results, propose and implement corrective action plans together with the relevant functions
• Act as the owner and face of NPS in company
• Responsible for coordination innerloop activities in the company
• Drive and monitor customer feedback collection platform
• Plan and execute pilots and roll-out throught the outerloop actions
• Initiate and coordinate customer focused actions to improve customer centricity maturity level of organization
• Continuously monitor touch point NPS performance, collaborate with touch point owners in order to identify major customer turn offs
• Plan & monitor “closing-the-loop” actions in order to satisfy NPS detractors
• Gather best practices and/or generate innovative ideas to differentiate Metro C&C Turkey’s service delivery
• Responsible to design and follow all aspects of customer experience projects from start to end to work with cross functional teams
• Prepare loyalty economics analysis, NPS studies and other data driven functions to show how customers reacts to their pain points
• Design customer journeys to act proactively to capture all customer expectations before they become pain points