Customer Experience Analyst
Il y a 2 mois
**Présentation du service****:
En tant que **Customer Expérience Analyst au sein de l'équipe Customer Base Management,** vous êtes responsable de mesurer & analyser la performance des campagnes & actions mises en place sur notre base client.
Vous **analysez** le fonctionnement de tout type de processus ayant un impact direct sur l'expérience de nos clients et vous proposez des améliorations, actions et solutions pour assurer la satisfaction, la fidélisation et la rétention de nos clients.
**Mission proposée****:
**Vos responsabilités principales**:
- SPOC marketing envers nos équipes de data scientists & BI
- Être l'expert de l'organisation sur les raisons de churn de nos clients et sur l'identification des populations à risque
- Mise en place des rapports & exécution **des analyses de performances des campagnes** below the line (focus sur l'activité de rétention)
- Mise en place des rapports & exécution des analyses permettant de monitorer l'impact de projets internes ou de mouvements marché sur notre base client et sur son churn
- Mise en place des rapports et du support analytique nécessaire au bon pilotage opérationnel de l'activité de rétention
- ** Identifier et analyser** **les actions** immédiates et améliorations structurelles et transversales à mettre en oeuvre pour assurer la satisfaction et éviter l'attrition des clients B2C:
- Identifier les points d'attention à prendre via analyses et enquêtes
- Elaborer des recommandations sur les actions les plus appropriés à mettre en place
- Présenter et défendre vos ‘Business case' et plans d'actions vis-à-vis du management
- Suivre les résultats et les performances financières des actions, les remettre en cause et les améliorer si nécessaire
**Profil****:
- Titulaire d'un **diplôme de l'enseignement universitaire**, en communication, gestion ou Marketing
- Une expérience dans le conseil et le secteur **Télécommunication** est un plus
- Excellente maîtrise **d'Excel**:
- Connaissance et maitrise de **Tableau** ou tout autre software de modélisation de données (**Power** **BI**..) est un sérieux avantage
- ** Esprit rigoureux et **analytique**, capacité à **modéliser**, **synthétiser et présenter des résultats**:
- Très bon contact humain permettant de s'adapter à tout type d'interlocuteurs à tous les niveaux de l'organisation (d'agent call center au Vice-Président)
- Ouvert, flexible et bonnes qualités de communication orales et écrites
- Sens de l'organisation et des priorités deadlines, retroplanning
- Capacité à proposer des** idées innovantes **et à challenger le statuquo : le sens de l'initiative et un certain degré d'autonomie sont essentiels
- Capacité à gérer des problématiques complexes avec des équipes internes ou externes
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