THE COMPANY:
We are the premier Official Tour Operator to the Tour de France and world-class reference for cycling tours, renowned throughout the cycling industry for providing best-in-class cycling tours dedicated to avid cyclists. After two decades of steady growth, the company is now raising the bar to the next level .
THE ROLE:
We are looking for a CUSTOMER EXPERIENCE MANAGER to oversee and manage all aspects of the customer experience, ensuring satisfaction at every touchpoint of the customer journey to generate loyalty and advocacy and creating a customer-centric culture within the company.
What you will be doing:
* Defining and implementing the company's brand strategy in terms of CX
* Designing customer journeys across multiple channels and touchpoints.
* Managing Web content to ensure consistency and alignment with the CX strategy
* Developing and implementing strategies to improve customer interactions across all touchpoints and channels
* Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery
* Implementing customer feedback systems and processes to capture and address customer concerns, needs, preferences, and pain points, imporving the customer journey and creating a positive and consistent experience across all touchpoints
* Monitoring and measuring KPIs related to customer experience performance, retention, and loyalty, providing regular reports and insights to the management team
* Developing a customer centric culture within the company
* Collaborating with cross-functional teams to ensure a unified approach to customer experience aligned with business goals and objectives.
What we are looking for:
* Degree in Marketing or business science
* A minimum of 5 years managing customer experience function
* Experience with CRM, Salesforce will be a plus
* Deep knowledge of NPS
* ToolsCommunication skills
* Strategic and analytical mindset
* A team player
* Proficient English and Spanish
* An interest for sports or even cycling is desirable
Why join us:
* Our company culture commits to excellence, quality and continuous improvement which drives us to constantly improve our customer experience.
* We pride ourselves on fostering a culture of innovation, collaboration and the mindset of our people being our most valuable asset for our success.
* A demanding yet fun and friendly environment