Consultant - Customer Service Excellence | Marketing | Business Developement
Current- Monitor the customer portfolio, maximize customer satisfaction and ensure customer loyalty,- Define, implement, track operations / procedures to guarantee performance and quality results.Customer actions :- Act proactively, following the customer's voice, to achieve highest possible business value,- Improve the customer journey, customer experience and customer satisfaction,- Definition and implementation of the customer relationship strategy in line with the corporate strategy.My services :- Context analysis upon performance assessment,- Training and coaching of operational teams / Marketing strategy consulting,- Client focus / Drive change-management / Lead to success.Your benefits :- Action plan and process planning for business transformation,- Raise of team productivity via simplified processes,- Optimizing the group’s operational, sales and marketing performances.Design of the customer relationship strategy :- Define priorities, prospecting, loyalty,- Collect the needs expressed by the customers,- Define the tools, budgets and means,- Implement operations and processes.Management and piloting of a team in collaborative mode :- Ensure recruitment,- Organize continuous training according to the evolution of products and processes,- Manage teams, supervise the analysis and implementation of operations,- Manage the department to guarantee the objectives in terms of time and quality,- Manage schedules and budgets.Follow-up and analysis of operations :- Active customer care,- Carry out the coordination of operations,- Identify and process new customer requirements,- Ensure client satisfaction,- Analyze campaign results and make recommendations,- Report results,- Take corrective actions.
