Customer Experience Analyst

Function:
Other
Role:
Any
Employment Type:
Permanent
Hours:
Full Time
Region:
Europe
Area:
Any
Salary:
Competitive
Posted:
04-Jul-19
Recruiter:
AB InBev
Job Ref:
19005477

At the heart of our dynamic global growth is a simple belief: nothing should come between incredibly talented people and an accelerated career.

That's why we dream big. Why we look to the future, not the past. Why we value talent over title. And why we hire people that can be better than ourselves.

At AB InBev you'll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we'll reward your achievements.

The opportunity is here!

Customer Experience Analyst

PURPOSE OF ROLE

Customer Experience Analyst is responsible for measurement, reporting, analysis and generation of insights to improve Customer and Consumer satisfaction with AB InBev cooperation.

KEY TASKS AND ACCOUNTABILITIES

- Customer and Consumer satisfaction measurement

- Set up and Maintenance of Self service reporting and visual management for Customer/Consumer satisfaction

- Analysis of drivers of Customer/Consumer satisfaction and root causes of dissatisfaction

- Coordination of follow up communication with Customer/Consumer that provided the feedback in the survey (e.g. escalation of not resolved issues etc)

- Insights generation how to improve Customer/Consumer satisfaction

- Set up and own action log with all teams contributing to Customer/Consumer satisfaction

BUSINESS ENVIRONMENT

Main characteristics

- E2E (End to End) approach - manage creation, implementation and stabilization of One Europe way of working

- B2B portal sustainability and constant improvement

- Quickly changing and dynamic environment with multiple stakeholders in country, zone and Business Services Centre operations

- Ensuring proper change management methodology and adding value to the Business

Key dimensions

- Ensure CSAT (Customer Satisfaction) or NPS (Net Promoter Score) sustainability and constant improvement

- Deliver improvement on operational KPI's related to CSAT/NPS

- Service Level, automated order creation

- B2B portal performance, system availability

- Customer on boarding; Customer satisfaction; customer support

- Contact and Product Master data accuracy

Key contacts

- Related functional teams (in country, zone and Zone Capability Centres)

- Related functional Directors and Mancom (in country, zone and Zone Capability Centres)

- Sales, Commercial, Solution functions


QUALIFICATIONS, EXPERIENCE, SKILLS

- University level degree in Business Administration/Economics

- English: fluent oral and written

- Commercial /Sales Function experience in multi-national company

- Strong presentation skills

- Excellent analytical and problem solving skills

- Proficient in MS Office Suite especially Advanced MS Excel and MS PowerPoint

COMPETENCIES

- Ambassador of the company's principles and culture

- Structured and systematic approach to delivering business solutions

- Good analytical and problem solving skills

- Has common sense and straight forward approach

- Excellent team player, able to develop strong relationships with colleagues and peers

- Able to work on own initiative and prioritize workload effectively

- Ability to build productive working relationships across functional areas (IT, BSC, Business)

- Ability to cope with continuous change and support implementation of change

- Initiative , decisiveness and drive to succeed

- Well Spoken to interact with multiple stakeholders and make recommendations to sales teams and directors

- Effective communicator, to the point

- Customer oriented work standards/approach - Our consumers come first

- Mobility: 15% of time spent travelling- Project Management-

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