Digital Customer Experience Manager

METRO Grossmarket Bakırköy Alışveriş Hiz. Tic. Ltd .Şti.

Metro Turkey is developing digital channels to increase touchpoints to interact with both current and potential customers. It is critical that to ensure seamless experience across the channels.

The Digital Customer Experience Manager will join a team of high-performing, passionate individuals with a desire to provide the best customer experience in online channels.

The main responsibilities:

Drive positive customer experiences that create customer value and satisfaction  building on voice of the customer feedback, and qualitative and quantitative data.

1.      Development Metro App as the product owner

1. Accountable from end to end Mobile App channel as a product owner

2. Managing third party UI/UX developer companies to ensure these are in place according to the development plans properly

3. Deciding on the functions and development waves; for that purpose applying service design methodologies whereas possible

4. Applying “Scrum” for the development, acting as a Scrum ambassador.

5. Taking part in projects that is related to App functions, like 1-1 communication

6. Managing relations with the Metronom and Metro AG teams on Mobile App development

7. Act as a communication bridge between technology functions and leadership

8. Identify customer pain points and leveraging tools to drive short-term solutions and long-term roadmaps

9. Leverage data to identify key opportunities for improving the customer experience and build customer satisfaction

2.      Integrating mobile app functions into the Web

a. Contributing web page development in line with Metro App to ensure seamless experience.

b. Ensuring responsiveness of the web-page

c. Working with Marketing team to enhance web page

3.      Responsible from the creation of the content management strategy and governance model

4.      Responsible from (or team member of the projects) the development of related softwares and/or processes related to Metro App functions, like Metropol, PIM etc.

5.      Contributing to Cash&Carry and Food Service Delivery (FSD) service design studies, ensuring seamless experience.

6.      Responsible from the UI/UX studies of the FSD Ordering Tool; recommending developments and/or changes

7.      Responsible from the preparation of the marketplace strategy, in line with the Digital Committee discussions.

8.      Member of Digital Committee, contributing to digital strategy development and execution

Job Requirements:

• 10 years of experience in B2C, B2B Digital Customer Experience design and deployment, of which at least 3 years in Strategy development, with proven track record of leadership

• Bachelor’s degree required, Master’s degree preferred

• Experience in CX research, executing demographic and psychographic segmentations, journey mapping, and customer data analytics

• Understanding of Mobile App/Web Development

• Experience in retail sector is preferable. Other industries are acceptable as well

• Experience in program governance and agile methodology
  
  

Preferred Skills

• Deep knowledge of best practices for operational excellence and customer experience management—in both a B2C, B2B environments

• Previous experience in Mobile App development is highly appreciated.

• Strong evidence of strategic thinking and flourish in a fast-paced cross functional environment

• Needs to be self-confident, highly motivated, , to prioritise work, be flexible in their approach to work.

• Experience of working in different customer facing industries would be beneficial

• Experience of translating customer journeys into business cases including business and functional requirements.

• Experience of working across a wider range of teams (both operational and technical) to ensure the best experience is delivered to customers.

• Needs highly developed competence in all aspects of communications to be able to communicate effectively with tact and discretion

• The job involves interfacing directly with senior management and staff at all levels within Metro CC Turkey, so appropriate interpersonal skills are required