Customer Experience Officer (H/F)

Description de l'offre

At Saint-Gobain we design, manufacture and distribute materials which are key ingredients in the wellbeing of each of us and the future of all. Join our innovative, passionate and entrepreneurial community to improve the world of tomorrow with us.

With 12 300 employees in 56 countries, the Gypsum and Ceilings Activity extracts and processes gypsum into a wide array of plaster products for construction and decoration meeting growing customer demand for a comfortable and visually pleasing home environment, and also the ease to install.

General context :

The International Marketing Team has decided to play a significant role in the global marketing strategy and to support all the initiatives taken at Saint-Group level.

Among them, the customer experience management is one of the most ambitious and can have a significant impact on sales, margins and customers loyalty.

At central level, we expect the international Customer Experience Officer to support the roll-out of a Customer Experience Program in all Gypsum Activity’s countries, and to further develop the associated tools and methodologies in order to promote a “Customer centric” culture.

A number of KPIs will be used in order to follow up the progress and the evolution of this strategic action plan.

Job dimensions :

Roll-out the Customer Experience Management Program

·  The incumbent will support the roll-out of the Gypsum international Customer Experience Program across the countries worldwide (56 countries) and accompany them in the set-up of their local customer experience management system.
·  He/ she will further develop the associated tools, guidelines, methodologies, trainings, as well as the communication of the Program.

Lead the international deployment of a Net Promoter Score survey platform.

·  He/she will coordinate the roll-out of an international surveying platform, and promote the regular and systematic collection of Voice of Customers
·  He/she will train and support the local teams (pilot countries first), collect and share the best practices.
·  He/she will put a particular focus on the Close the Loop methodologies and action planning, in order to continuously design and improve the customer experience.

Support the countries in their customer journey mapping projects.

·  The incumbent accompanies the countries in the writing of their customer journey maps: explains the methodology, shares the existing material and best practices
·  The incumbent will help the countries monitor and analyse the perceived customer experiences across the various touchpoints, individual interactions and overall brand/service/product experience from the customer perspective

Animate the Customer Experience Ambassadors network

·  He/she supports the Ambassadors to create the requested organizational alignment and “customer first” culture through voice of customer collection, staff education, employee engagement, and a consistent brand strategy.
·  He/she co-animates webinars, live trainings and seminars with the different countries.

Raison d’être:

·  He/she implements a methodology to align each and every country on the key element of the Group strategy, which consists of making the customer journey a nice, easy and seamless one.
·  25% travels
·  Job based at Courbevoie, Ile de France