Customer Experience Manager in Kovalska

Kovalska Group is a company with a history spanning over 60 years of relentless development in the construction industry.

We are a national leader in the production of building materials and a leading developer. The group unites enterprises that carry out a full cycle of work - from the extraction of raw materials, the manufacture of products to the construction of buildings and infrastructure objects of various purposes.

We are pleased to invite you to join our team Customer Experience Manager(Marketing Department)

Key tasks:

1. Measurements and analysis of NPS/CSI client indicators
2. CJM design
3. Implementation of programs and projects for the development of a customer-oriented culture in the company

Functional responsibilities:

• Description of target CJs of the relevant business segment
• Initiation of changes in existing CJs to improve customer experience
• Conducting qualitative research (in-depth interviews, hall tests, ad hoc) to determine customer needs, analyzing their actions
• Determining the main points of contact with customers and conducting NPS, CSI measurements
• Monitoring the dynamics of indicators, analysis, improvement planning together with the relevant business unit
• Conducting post-analysis of services and processes after their launch
• Involvement of company employees in solving issues related to improving the customer experience
• Implementation of projects and programs for the development of a customer-centric culture in companies

Our expectations:

• Higher education (marketing, sociology)
• Experience in the field of customer experience and service management
• Experience as a specialist in the customer experience department,< /li>
• service designer, marketer, analyst, etc.
• CJM design practical experience
• Analytical skills
• Skills in creating survey questionnaires
< li>Excellent presentation and communication skills
• Proactive position in work, focus on results, ability to convince, openness, honesty

Would be an advantage:

• Additional education in the field of service design, facilitation is desirable
• Practical experience in qualitative research
• Knowledge and experience in using Miro and other digital tools for conducting surveys
• Knowledge of Service Design methodology
• Knowledge of English at Intermediate level or higher

We offer:

• Official employment and social guarantees
• Completely "white" and competitive salary
• 24 days of paid annual leave
• Work schedule : Mon-Fri, from 9:00 a.m. to 6:00 p.m. (office format)
• Comfortable modern office in the city center near the Olimpiyska metro station (with safe shelter)
• Opportunity of career development in the company
• Professional team and management that supports and inspires

If you have relevant experience, send your resume!

We will be glad to meet you!