Customer Experience Manager (Fixed-Term)

CXG; Italia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A global customer experience consultancy is seeking an experienced Customer Experience Consultant for a 6-month fixed-term maternity cover role in Italy. The successful candidate will lead NPS solutions, publish insights, and manage complex consulting projects, contributing to our innovative Measurement practice. Ideal applicants have 5 years' experience in luxury retail and exceptional communication skills.

Competenze

• 5 years of experience in customer experience or client relations, ideally in luxury retail.
• Proficiency in managing B2B relationships with SaaS providers.
• Ability to create engaging presentations and marketing materials.

Mansioni

• Lead CXG's NPS solution and ensure client satisfaction.
• Publish customer experience insights to showcase expertise.
• Develop pilot projects in new verticals for Measurement Practice.

Conoscenze

Customer experience management

Project management

Client relations

Analytical skills

Communication skills

Formazione

Bachelor's/Master's Degree in Administration, Business, Management, or related field

Descrizione del lavoro

Overview

About CXG: Founded in 2006, our story started with two entrepreneurs. Today, we are proud to be a global business. At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer and employee experience of some of the world's most iconic premium and luxury brands. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 250 professionals worldwide, working together to serve more than 200 luxury clients.

About the role: As an experienced Customer Experience Consultant, you will be a key player in driving our customers\' success, fostering Measurement innovation, and reinforcing our solutions' framework. This is a fixed-term maternity cover role offered for 6 months. This is a fantastic opportunity for a talented, passionate, hands-on consultant driven to make an impact.

Key Responsibilities

• Lead CXG\'s NPS Solution (NPS Pulse)
  • Supervise CXG\'s NPS solution on ongoing projects, serving as the main point of contact for clients and liaising with support teams to ensure the highest level of client satisfaction
  • Contribute to business development by creating compelling proposals to expand our NPS solutions across luxury clients and converting prospects into long-term partners
  • Drive innovation in customer experience strategies, shaping the Voice of the Customer of tomorrow
  • Develop concise and impactful presentation decks, as well as marketing collaterals and assets to support our Measurement solutions
  • Collaborate with cross-functional teams (Innovation, Marketing, Practices, and Regions) to align Measurement solutions with client needs
• Publish CX Insights
  • Publish customer experience insights that showcase CXG\'s expertise
  • Create powerful captions and infographics for social media, leveraging CXG benchmark data
  • Coordinate with Data Science and Marketing teams to design and deliver engaging content
• Project Management on Measurement
  • Develop pilot projects in new verticals for our Measurement Practice
  • Lead cross-functional teams to ensure seamless collaboration and high-quality project delivery, integrating insights from diverse areas of expertise
  • Ensure deliverables consistently exceed client expectations through quality and attention to detail
  • Manage complex consulting projects with a strong understanding of client needs and emerging industry trends

Requirements

• Bachelor\'s/Master\'s Degree in Administration, Business, Management, or a related field
• 5 years of experience in customer experience, client relations, or a similar role, ideally in the luxury retail industry
• Experience in B2B and preferably having worked with a SaaS, either as a service provider or on the client side
• Exceptional project management skills
• Excellent communication and presentation skills, with the ability to influence and engage diverse audiences, including C-levels
• Demonstrated ability to cultivate and maintain strong client relationships, driving customer-focused innovation
• A proactive and hands-on approach with a can-do attitude
• Strong analytical skills to interpret customer data and insights
• Fluent in English (verbal and written)

Are You the Right Fit?

• A luxury enthusiast with strategic thinking capabilities
• Able to effectively collaborate with cross-functional teams and stakeholders located in various timezones
• A leader with excellent communication and collaboration skills for internal and external interactions

Ready to Make an Impact?

If you are a strategic thinker with a passion for Customer Experience innovation and want to be a key player in shaping the future of our Measurement practice, we would love to hear from you!

Apply Now!