Customer Experience Manager in Kovalska

Kovalska Group< span> is a company with a history that spans more than 60 years of development in the construction industry.  

We are a national leader in the production of building materials and the leading developer. The group unites enterprises that carry out a full cycle of work — from the extraction of raw materials, the manufacture of products to the construction of buildings and infrastructure facilities of various purposes. < /span>

< span>We invite you to join our team Customer Experience Manager(Marketing Department) 

< span style="font-size: 12pt">Key tasks: 

• NPS/CSI customer metrics measurement and analysis 
• CJM Design 
• Implementation of programs and projects for the development of a customer-oriented culture in the company

Functional duties: < /span>

• Description of target CJsM of the relevant business segment
• Initiation of changes to existing CJ M to improve the customer experience 
• Conducting qualitative research (in-depth interviews, hall tests, ad hoc) to determine customer needs, analyze their actions
• Determining the main points of contact with customers and measuring NPS, CSI < /span>
• Performance tracking, analysis, improvement planning together with the relevant business unit 
• Conduct post-analysis of services and processes after their launch
• Involving company employees in solving issues related to improving the customer experience< /span>
• Implementation of projects and programs for the development of a customer-centric culture in the company 

Our expectations: 

< li>Higher education ( marketing, sociology) 
• Experience in customer experience and service management 
• Experience as a customer experience department specialist, service designer, marketer, customer experience department analyst, etc. 
• CJM Design Experience 
• Analytical skills 
• Skills for creating survey questionnaires 
• Excellent presentation and communication skills 
• Proactive position in work, focus on results, ability to convince, openness, honesty < /span>

< span style="font-size: 11pt">Would be an advantage: 

• Preferably additional courses in in the direction of design, facilitation services 
• Practical experience of conducting qualitative research 
• Miro experience,digital tools for conducting surveys 
• Knowledge of Service Design methodology< /span>

We offer: 

• Official employment and social guarantees 
• Fully white and competitive salary< /span>
• 24 days of paid annual leave 
• Working hours: Mon-Fri, from 9:00 a.m. to 6:00 p.m. (office format) < /li>
• Comfortable modern office in the city center near Olimpiyska metro station (with safe shelter) 
• Opportunity for career development in the company< /span>
• Professional team and supportive and inspiring management