Customer Engagement Leader - SSA

Customer Engagement Leader - SSA - - - - - - - - - - - - MISSION: Adapts and executes the touchpoint strategy in the go for the go to market plans that deliver a valorized consumer experience through a 360 approach of critical touch points in the customer journey resulting in stronger bonds with Customer/End users for the Brand and offers. KEY EXPECTED ACHIEVEMENTS: Employee enhancement: • Communicates expectations and objectives providing ongoing feedback and addressing shortcomings. • Balances he workload, commitments and priorities of individuals vs the company when setting expectations and assigning work. • Monitors and ensures the efficient and appropriate use of resources, tools. • Uses individual as well as group goal setting to maximize performance. • Challenges rules or practices that present inappropriate barriers to independent action and decision-making. • Brings excellent performance to the attention of the larger organization. • Seeks resources that will enhance the team's productivity. • Develops and supports employees' career plans and learning opportunities. • Applies company policies and procedures in managing direct reports’ performance. • Coaches in different areas, identifying training and development needs to support professional growth. Customer satisfaction: • Responds to customer/internal partner needs in a timely, professional, helpful, manner, regardless of the attitude. • Shows customer/internal partner that their perspectives are valued. • Adapts to the different working styles, personalities and cultural backgrounds of the people they work with Empowerment: • Delegates authority to match responsibility, holding staff accountable for agreed upon commitments. • Supports staff in taking independent action, providing coaching along the way. • Delegates responsibility rather than taking charge or micro-managing when staff have the capability FOR YOUR GIVEN PERIMETER: Customer Experience Management: • Interprets the user journey to better understand and improve the customer experience with high-quality digital engagements and touch points that move consumers down the funnel to increase conversions. • Leads the development of appropriate customer feedback management capabilities and practices. • Assesses customer experience measurement practices to understand the current state and identifies opportunities for improvement. • Establishes region-wide alignment on best practices for cultivating a dynamic customer experience. • Leverages customer insights to anticipate needs and obstacles within the path to purchase, and designing strategies to target the obstacles. • Uses experiential design principles to resolve gaps in the total customer experience. • Partners with sales to fully integrate all customer touchpoints within the customer experience. • Develop and Manage the Region integrated communication strategy that is aligned with the corporate direction • Allocate and control budget within scope of an integrated strategy • Within the region, manages the CEM team to align with overall CEM Business Line strategy. CRM: • Develop the region CRM strategies, goals and benchmarks. • Reviews existing CRM implementation and identifies opportunities for improvement. • Explores and addresses the unidentified, underlying and long-term customer needs and concerns. • Provides support and counsel to business functions who are incorporating customer experience strategies into CRM business processes. • Educates internal staff on customer experience concepts, value proposition, and processes. • Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon. Content Marketing: • Identifies key opportunities to create new content and functionality on e-commerce site while improving existing website content and functionality to grow conversion rates and create a better user experience. •