Customer Experience Manager (H/F)



Référence : 572609
Date de dépot : 01/10/2019
Entreprise : Groupe Saint-Gobain

Descriptif
Description :

Saint-Gobain conçoit, produit et distribue des matériaux et des solutions pensés pour le bien-être de chacun et l’avenir de tous. Rejoignez une communauté innovante, passionnée et entreprenante pour améliorer le monde de demain.

Saint-Gobain Interservices est la filiale de prestation de Services Internes dont les métiers et les spécialistes interviennent au service des sociétés implantées dans la tour des « Miroirs », le siège social du Groupe, mais aussi partout ailleurs en France et à l’international.

Position in the Organization:

 

Reporting to the International Customer Experience Director within the Marketing & development central team.

 

In relation within Saint-Gobain with:

  • Countries MDs/ CEOs

  • Countries Customer Experience Managers/ Directors

  • Countries Marketing/ Sales/ Customer Service/ Supply Chain Teams

  • All type of Saint-Gobain businesses worldwide (Regional business, HPS, Distribution)

  • All members of the Central Teams (all marketing departments/ R&D/ supply chain..)

     

Outside Saint-Gobain:

  • Customers (various stakeholders)

  • Consulting agencies

     

     

General context

 

The Saint-Gobain Group has decided to improve its competitiveness and unleash growth through a simplified and more agile organisation. A Central Marketing and Development Department is created, and includes a Customer Experience department.
The in-depth knowledge of customers and the customer experience management are key ambitions that can have a significant impact on sales, margins and customers loyalty.

We expect the Customer Experience Team to seize this unique opportunity and play its part in the transformation.

 

 

Job dimensions

 

Support countries to deploy a Customer Experience Management system

  • The incumbent will accompany the voluntary countries/ organizations in the set-up of their local customer experience management system: with an initial diagnosis, a roadmap, exchanges with the Executive Committee, coaching the local CX contacts, animating cross-functional meetings to align teams and work on Employee engagement

  • He/she works in partnership with the countries, in an open and engaging manner, and ensures that the solutions fit with the business context, are accepted locally and create value from the customer perspective.

     

Support countries in their Customer Journey Mapping projects

  • The incumbent accompanies the countries in the writing of their customer journey maps: explaining the methodology, animating cross-functional workshops, sharing the existing material and good practices. He/she helps them understand the perceived customer experiences across the various touchpoints from the customer standpoint.

  • He/she gradually enriches the Central CX database of existing customer journey maps, key moments of truth and actions implemented.

  • The incumbent contributes to make journey mapping actionable in the business, and will showcase successful examples.

     

Support countries to leverage the voice of customer and develop a customer culture

  • Upon countries request, the incumbent will help the local teams to design and set the proper voice of customer measure, and will coach them on in-depth interview techniques, introducing a human science approach

  • 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.

  • The incumbent will support the Saint-Gobain businesses to find the proper levers and suggest the adequate means to disseminate a customer culture across the organization.

 

Contribute to Central Projects

Disseminate and promote customer/user centered methodologies and mechanisms within the other Central team programs/projects, with added-value proposals, network (leads internally, benchmarks externally) and conviction to show the money in order to accelerate Saint-Gobain global customer centricity

 

 

Mainspring

 

  • To foster a customer centric mindset in Saint-Gobain, with proven and sustainable mechanisms (voice of customer collection, cross-functional team work, team attitudes) and focused on the business impact.

  • To provide countries with best practices and relevant/ efficient tools, trainings and methodologies, to improve their customers’ overall journeys and experiences.

 

Customer Experience Team Chart

 

The whole CX Team is responsible for:

  • Contributing to the animation of the CX network by publishing information on the intranet or WhatsApp, and participating to Community Webex/events.

  • Contributing to the Team knowledge management -> proper storage of data, documenting our visits, making sure our files and information are available and retrievable over time.

  • Being efficient in each CX project (checking possible mutualization of costs and resources, consideration of proper timing for the local entity, potential replication of our tools…)

  • Listening and allowing each team member to share failures and successes; challenging each other in an open and constructive way

  • Fostering synergies within the Central Team: with Digital, Commercial Excellence, Innovation team members etc.



Profil recherché
Profil recherché :

10 years’ experience in sales, marketing, customer service or customer experience,

and having conducted customer experience projects (journey mapping, voice of customer…)

Customer service oriented

High facilitation and animation skills

Result oriented

Excellent listener, empathetic, diplomat

Capable of adapting to various situations, and to handle several projects in parallel

Team player

Autonomous and initiative taker

Fluent in English


Expérience : Plus de 10 ans d'expérience
Lieu de la mission : Île-de-France - LA DEFENSE CEDEX
Poste(s) disponible(s) : 1
Poste de cadre : Oui
Contrat : CDI
Début de la mission : 01/10/2019

Entreprise
Nom de l'entreprise : Groupe Saint-Gobain
Site Web : https://www.saint-gobain.com/fr
Contact : Madame LAHAYE Julie
Adresse : 18 Avenue d'Alsace - Les Miroirs
92400 COURBEVOIE
France