Job description

Customer Engagement Leader

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Misison:

Adapt and execute the LB targeted Customer Experience and Engagement strategy to deliver a seamless customer (Dealer, End-user, Consumer) engagement through a omnichannel approach leveraging all critical touch points resulting in more profitable and stronger bonds.

Key Deliverables:

• Refine, adapt, and activate the LB Customer Experience strategy into an engagement plan in line with the Region G2M priorities including CRM and Lead management  
• Adapt the omnichannel customer journeys/personas to the local context and identify the key activations levers that increase and/or optimize conquest, consideration, preference, conversion, retention
• Orchestrate and brief your internal & external stakeholders (Marketing team, Sales teams, Commercial Communication team, Digital team, MSEM, local agencies, local off/online partners etc.) to implement and deploy the engagement plans at region and territory levels
• Leverage DCEM contents and assets in the most efficient way to the local needs
• Leverage market studies and test (ex: A/B testing) to gather information on customer behaviors, opinion, experiences to optimize your activation plans
• Develop and leverages the customer databases to support the CRM programs (ex: upsell, cross-sell and drive retention …)
• Steer and provide feedback & recommendations to LB Customer Experience Manager/DCEM on the LB customer experience and related engagement strategies to ensure continuous improvement through monitoring (shared key performance metrics such as satisfaction, conversion rate, SEO, # of leads, bounce rate, …)
• Identify and Implement corrective actions for the regions and territories
• Manage the local annual budget: operating and allocation for the activation in territories

KEY EXPERIENCES IN:

• Demand generation
• SEO/SEA/SEM
• Omnichannel and/or Integrated marketing communications
• Lead Management and/or CRM program
• Dealing with agency.