Global Marketing Customer Experience Specialist

Overview

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 17,500 professionals every day in a network of 11,500 points of sale / service centers / affiliates, give back the joy of hearing, feeling and living to thousands of people across the world.

In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it’s only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.

What we are looking for

Responsibilities

• The CEX Specialist will be accountable for
• Designing and delivering personalized journeys on our main customer facing platform collaborating with cross functional teams
• Targets assessment
• identify key personas / clusters, diving into their specificities in terms of needs and support
• Journeys definition
• leveraging the design and the execution of enriched and personalized experiences, with a strong focus on innovation and customers’ high value perception
• Keep a constant focus on customers’ needs, via regular customers listening and data analysis to deliver experiences in an integrated multichannel approach, leveraging the key role of our stores, while empowering our professionals through advanced data enrichment and customized journeys
• Translate customer insights & analytics into actionable feedback for our products and experience evolution
• Business project leadership : drive projects understanding business needs and ensuring they are met within the project execution

What you\'ll need

• 3-4 yrs of experience. preferred in Consulting firms
• Knowledge of process design methodologies, approaches and tools
• Experience in defining customer journey, customer experience and processes (would be a plus if the experience involves omnichannel projects)
• Project management experience with autonomy in delivering the project
• Knowledge of product & service lifecycle processes, from sales to after sales support
• Cross-functional stakeholders management
• Excellent communication skills (chairing meetings, workshop facilitation etc.)
• Ability to involve, influence and work with wide range of stakeholders
• Ability to operate in changing and complex environment
• Fluency in English (required)

Employer Description

In Amplifon, global leader in the hearing care retail market, we empower people to rediscover all the emotions of sound. With a presence in 26 countries and 5 continents, we are transforming the way hearing healthcare is perceived, offering people distinctive customer experience and the superior care and expertise.

Every day we strive for innovation, excellence and forward-thinking, by encouraging our people to be themselves, to inspire each other and to share ideas.

Amplifon is an equal opportunity employer committed to providing a diverse and equitable workforce environment. We believe that through valuing our uniqueness and respecting our differences, we can achieve more and that diversity adds to our culture.