Ommnichannel Customer Experience Business Partner - Milano, Italia - BI Italia Spa

BI Italia Spa

Azienda verificata

Milano, Italia

3 settimane fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

**_THE POSITION

-**:

The Omnichannel Customer Experience Business Partner is responsible for supporting business areas in improving the Customer Experience relating to a set of customer segments, leveraging market research evidence and customer insights, with the aim of co-creating high added value solutions, in terms of content, services, campaigns and customer journeys, to improve the company's customer engagement model in accordance with the business strategy and customer needs.

Responsibilities:

Contribute to the process, design and implementation of Integrated Customer Planning (ICP) on assigned TAs
Monitor execution and ensure ICP governance
Support in defining the Omnichannel strategy based on customer needs and digital attitude.
Support in the design of omnichannel campaign workflows, including customer journey mapping and definition of the editorial plan
Guarantee the best way of communicating within Omnichannel campaigns and Content Planning
Support in gathering insights for effective monitoring of campaign process and workflow and in generating actions
Project Management and clustering of customers into subgroups based on their needs and attitudes. Measure Customer Experience KPIs and monitor improvements over time

Requirements:

At least 3 years of experience in similar position
Master's degree preferably in engineering or equivalent STEM faculty
CRM System knowledge
Experience in omnichannel campaign management
Experience in Customer Experience basic concepts & methodologies (Customer Journey, Personas, Pain points & Opportunities, Close the loop actions, etc.)
Project management skills
Processes analysis and optimization experience
Change management skills
Interpersonal skills and communication skills
Excellent knowledge of English (writing and speaking)