Job Summary: 

• Relaunch and maintain a successful Ocado’s Customer Loyalty program
• Utilise insights to identify and tackle the pain points and retention barriers for customers
• Build rewards, propositions & other initiatives to influence a desired customer behaviour and improved customer experience
• Come up with a highly engaging, personalised communication plan for Ocado’s customers
• Create high impact campaigns to drive customer retention metrics
• Upscale and expand Refer-a-friend proposition
• Manage Smart Pass, Reserved and App comms plan and future roadmap
• Work across marketing, trade, merchandising, buying and the Customer Hub teams to coordinate loyalty initiatives and consistency of messaging across all customer points
• Research loyalty landscape and provide innovative ideas for the future roadmap for customer retention.
• Team management according to company guidelines.

Skills on Resume: 

• Loyalty Program Management (Hard Skills)  
• Customer Insights Analysis (Hard Skills)  
• Rewards Development (Hard Skills)  
• Communication Planning (Hard Skills)  
• Campaign Management (Hard Skills)  
• Cross-Functional Coordination (Soft Skills)  
• Market Research (Hard Skills)  
• Team Leadership (Soft Skills)

Job Summary: 

• Managing advisory board programs for customers and partners
• Working closely with product management team on content for advisory board meetings
• Supporting reference requests for marketing activities and sales opportunities
• Working closely with sales and customer success teams to source peer and public customer references
• Maintaining reference tracking database
• Writing case studies and blogs to promote public references
• Working cross-functionally with other VMware teams on joint references across product lines
• Working with customer success on gifting programs
• Developing and executing community strategy
• Establishing and growing key relationships with customer and partner champions

Skills on Resume: 

• Advisory Board Management (Hard Skills)  
• Content Development (Hard Skills)  
• Marketing Support (Hard Skills)  
• Sales Collaboration (Soft Skills)  
• Database Management (Hard Skills)  
• Content Writing (Hard Skills)  
• Cross-Functional Collaboration (Soft Skills)  
• Relationship Development (Soft Skills)

Job Summary: 

• Development of national CRM strategy.
• Adaptation of international strategic concepts at national level.
• Analysis of customer target groups and application of appropriate mechanics.
• Development and management of various promotional mechanisms.
• Management of promotional articles.
• Performance monitoring and reporting.
• Budgeting and planning of yearly performance KPIs.
• Develop plans benchmarking and adjust field/corporate objectives in accordance with industry changes.
• Supervise staff and maximize effectiveness of department resources to accomplish annual business plan within budget.
• Take on special tasks or projects to support the overall vision of the organization

Skills on Resume: 

• CRM Strategy Development (Hard Skills)  
• Strategic Adaptation (Hard Skills)  
• Customer Analysis (Hard Skills)  
• Promotion Management (Hard Skills)  
• Performance Monitoring (Hard Skills)  
• Budget Planning (Hard Skills)  
• Staff Supervision (Soft Skills)  
• Project Management (Hard Skills)

Job Summary: 

• Assess performance, develop strategic initiatives and action plans to achieve national objectives for customer satisfaction with Dealer service, as measured by KSI and CSI. 
• Provide framework and direction for all aspects of the aftersales customer experience. 
• Lead the field and corporate employees, including development of training activities in collaboration with KU. 
• Lead the development of reporting to ensure sustainment of dealership activities
• Responsible for managing the successful launch, implementation, execution and sustainment of Service Business Development related initiatives and achievement of department objectives. 
• Expansion of tactics, training and regional coordination. 
• Manages strategies, initiatives, and tactics to improve Service Retention. 
• Lead the department in the development of approaches and initiatives to achieve loyalty. 
• Overseeing the development of strategies, tactics and Executive Approval Decks.
• Represent Service Operations to other KMA departments, Regions, Dealers, KMC, KMNA, and vendors to promote a customer-centric point of view throughout the organization. 

Skills on Resume: 

• Performance Assessment (Hard Skills)  
• Strategic Planning (Hard Skills)  
• Customer Experience Management (Hard Skills)  
• Team Leadership (Soft Skills)  
• Training Development (Hard Skills)  
• Program Management (Hard Skills)  
• Stakeholder Engagement (Soft Skills)  
• Strategic Communication (Soft Skills)

Job Summary: 

• Hire, train, and coach all Customer Success team members
• Assist with difficult calls or issues that may arise on a daily basis
• Lead team meetings and set expectations ensuring call center goals
• Prepare reports and analyze data to improve processes and maximize efficiency and customer satisfaction
• Mentor team members and encourage growth within the organization
• Identify trends and opportunities to increase profitability
• Identify the needs of training for the team and address them with proper coaching
• Conduct Customer Service & Support onboarding training for the retail team

Skills on Resume: 

• Team Management (Soft Skills)  
• Conflict Resolution (Soft Skills)  
• Meeting Leadership (Soft Skills)  
• Data Analysis (Hard Skills)  
• Mentorship (Soft Skills)  
• Trend Identification (Hard Skills)  
• Training Development (Hard Skills)  
• Onboarding Training (Hard Skills)

Job Summary: 

• Oversee both the B2C and B2B aftersales operations
• Lead and offer guidance and support to the call center for handling daily routines
• Resolve complex and sensitive queries or escalated complaints from the call center
• Review and challenge the existing work practices and procedures, and drive improvements and change initiatives
• Set up and control the delivery of Internal quality process on customer's relationship
• Collect and analyze customer's feedback to define short and long term development to fit customer's expectations in relation to the local norms
• Uphold the service quality by constantly monitoring the parameters, not limited to the CSat score and NPS from customers
• Review the business to APAC management on a monthly basis
• Report directly to Head of Customer Service & Support in the Headquarters

Skills on Resume: 

• Operations Management (Hard Skills)  
• Call Center Leadership (Soft Skills)  
• Conflict Resolution (Soft Skills)  
• Process Improvement (Hard Skills)  
• Quality Control (Hard Skills)  
• Feedback Analysis (Hard Skills)  
• Performance Monitoring (Hard Skills)  
• Strategic Reporting (Hard Skills)