Delivery Manager orchestrating service delivery in Belo Horizonte, coordinating multiple teams and stakeholders. Managing risks, priorities, and ensuring alignment with business objectives.
About the role
- CX Voice of Customer Manager at DS Smith, enhancing customer experience through insights and continuous improvement cycles. Collaborating with teams to drive loyalty and business growth in the packaging sector.
Responsibilities
- Lead the development of Voice of Customer (VOC) approach, including Solution design, development and adoption
- Develop the EMEA Benchmark & Continuous improvement approach: Process & Roles, Data & Metrics/KPIs, Analytics, Insights and Dashboards
- Improvement action tracking and best practice identification: Hands-on at CBU level, monitoring at sub-regional level
- Democratisation & Governance: supporting, enabling and governing local survey initiatives
- Analyse qualitative and quantitative customer feedback from multiple sources, identifying trends, patterns and root causes behind customer sentiment
- Define, deploy and follow-up of a customer insights-led continuous improvement approach at contact, account, functional level
- Establish a rhythm with sub-regions to understand and track their improvement actions, identifying best practices to scale
- Work closely with the CBU team and divisional functions to coordinate, support and track their action plans
- Find creative ways to interest and engage a wide employee population on customer insights, creating greater customer awareness and driving a customer obsessed culture.
Requirements
- Qualified to bachelor’s degree level in Business/Marketing, or equivalent experience
- Experience with designing, delivering and optimising a closed loop voice of customer approach, incl. digital solution, with business wide adoption in a B2B Packaging environment
- Demonstrable experience improving customer experience performance through insight-led continuous improvement cycles
- Experience in CX or commercial roles in B2B, with customer/competitor research across multiple methodologies (quant/qual/online/phone/etc.)
- Ability to analyse qualitative and quantitative customer feedback
- Experience with text analytics, sentiment analysis, and natural language processing (NLP) for unstructured data
- Comprehensive understanding of business improvement methodologies/tools. Eg: Customer journey mapping, service blueprint etc.
- Strong project management skills and ability to shift from planning projects to planning programs with ease
- Strong experience in data analysis (combining multiple data sources) to create relevant insights, and the ability to engage the organisation on those insights (story telling)
- Experience with KPI setting and reporting tools
- Experienced bringing in and successfully managing a network of suppliers.
Benefits
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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