Manager eStore D2C NPS Customer Advocacy
Posted on :
03-04-2024
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10 Vacancies
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Job Description
- The primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpoints
- They will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right customer metrics, and identify any risks to customer retention while ensuring any obstacles to adoption are handled swiftly. They will also collect and analyse customer feedback, and turn the insights into actionable recommendations to drive improvements
- They are the representative of the voice of the customer within eStore and they will use their influence within the organization to drive actions with different internal stakeholders to ensure customer satisfaction
- Define effective strategies to collect customer feedback across the customer lifecycle journey (surveys, reviews, or support interactions)
- Creation and ongoing maintenance of CX reports and dashboards to ensure that customer voice is represented and advocated within the organization, and any threats towards customer retention, experience, or recurring revenue are escalated
- Build relationships across D2C and wider business to push customer agenda – Build relationships with key D2C customer-facing teams (Marketing/Commercial/UX/ CS) whilst sharing learnings with the wider divisional teams to demonstrate to wider business how D2C are pioneering customer-first approach to deliver total business growth
- Work with the existing D2C teams to ensure that they are comfortable with the customer metrics and actions being shared; communicating with them on a regular cadence to guarantee the customer objectives are front of mind in all relevant workstreams
- Become a champion of the D2C customer narrative within the wider business by building relationships with teams outside of D2C; and demonstrating learnings/ actions which have led to improved performance – in turn, leading to incremental customer propositions for D2C consumers
- Champion, interrogate, and share customer feedback– Champion customer insight by ensuring brand metrics and experience data-points are consistently interrogated and feeding into the ongoing cadence of customer reporting, encompassing conclusions across pre/mid/post DTC purchase journeys to further inform business decisions
- Ensure that key experience metrics such as NPS (Net promoter score), CSAT (Satisfaction) and CES (Ease) are represented within the regular cadence of reporting shared with key teams; with appropriate context against commercial and customer health trends included to inform recommendations
- Understand customer base, then transform their needs into reality by managing multiple programs and projects to build the right experience for customers
- Work with the technology teams to ensure a seamless brand and buying experience
- Compiling weekly & monthly reports – feeding back to the senior management team and advising on strategy
- Identify opportunities and risks for Samsung vs. competition within D2C/ eRetailer environments
- Support, direct and coordinate Samsung local teams across categories to setup harmonized implementation strategy and activities with regional ones and conduct working sessions for further understanding of regional strategy and enhancing implementations
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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