CUSTOMER EXPERIENCE EXECUTIVE

Reed Danışmanlık

Founded in 1960 in the UK, Reed has grown continuously and become a leading brand both in the UK and the international arena. Today Reed has 350 offices with more than 3.000 employees and is providing services across 30 specialisms. 

We work closely with experienced and qualified professionals across a wide range of industry sectors, delivering bespoke recruitment solutions on a variety of roles for mid and senior level. 
 
Reed Turkey, ultimately serves employers and jobseekers across 12 specialisms and is looking for a “Customer Experience Executive” for one of its multinational client operating in retail industry.

University degree
Around 5 years of “customer experience management” experience within retail, e-commerce, hotel, service, banking or telecommunication industry
Exposure to “customer experience” for face to face sales channels
Know-how in market research and NPS (Net Promoter Score) analytics
Capability to develop and interpret qualitative & quantitative insights
Strong relationship management skills at all levels of the organization
Collaborative attitude in running business with various internal / external stakeholders
Skilled in project management and leading functional and cross-functional teams
Customet oriented perspective
Advanced level of English
Proficiency in MS Office programmes

İŞ TANIMI

Implement NPS, act as the owner and face of NPS in company
Responsible for overall set-up, coordination and delivery of the local NPS program
Manage NPS to measure customer satisfaction, follow-up on the results, propose and implement corrective action plans for and with the relevant functions
Plan and execute pilots and roll-out
Initiate and coordinate customer focused actions to improve customer centricity maturity level of organization
Continuously monitor touch point NPS performance, collaborate with touch point owners to identify major customer turn offs
Plan & monitor “closing-the-loop” actions in order to satisfy NPS detractors
Deliver NPS trainings in store such as awareness, call back and platform
Responsible for tracking call back & huddles in the store and managing the quality of call backs and huddles.
Reporting NPS activities to store operations and regional operation management
Realize initial store support for NPS activities