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Customer Experience Manager

London
Posted on: Sunday 18 August
Posting no: 1758218236

Role Purpose

As the leading Online Travel Company, we are committed to putting our customers at the heart of our business. We are recruiting for a German speaking, customer-centric Customer Experience Manager for our fast-paced and dynamic team.

As part of a wider Customer Experience team and reporting into the Managing Director of Expedia.de you will represent the Voice of Customer within the company for your assigned market. You will deliver customer analysis and insight, understanding what our customers expect, why they have chosen us and how we can keep them satisfied. Working with colleagues from Customer Operations, CRM, Brand, Merchandising, Product and Technology you will implement those initiatives that will delight our customers through experience and service improvements; impacting customer satisfaction and other commercial KPI's. You must be equally happy to work on strategic and operational tasks.

Job Description

- Administer the NPS Relationship surveys and translate the customer insights into actions to ensure customer feedback is incorporated into strategy, innovation and continuous improvement activities at regional and global level

- Analyse site and customer behavior and give input into site features and enhancements which balance business needs, customer needs and technological capabilities

- Identify opportunities for distinct points of differentiation for Expedia and support implementation

- Collaborative management of acquisition, engagement and retention programmers and user satisfaction via online, offline and email marketing, as well as special projects as needed

- Work collaboratively with Merchandising on promotional activity and CRM initiatives

- Demonstrate knowledge of the market Expedia operate within; in particular, maintain in-depth knowledge of competitor activity, legislative impacts and latest developments in marketing best-practice

- Partner with customer operations on customer escalations

- Maintain content for customer facing FAQ's

Job Requirements

- Passionate about customer centric communications

- Proven experience in merchandising, commercial change management, marketing or customer operations;

- Travel industry, retail or eCommerce experience an advantage

- Excellent commercial awareness and business acumen with a full understanding of P & L levers

- Strong track record of influencing, consulting and collaborating with a wide range of stakeholders (externally and internally at all levels)

- Proven ability to get results and deliver change in a complex environment

- Experience in delivering promotions, eCRM / Email Marketing campaigns in a B2C environment a plus

- Experience in a Service Center environment a plus

- Understanding of Merchandising strategy and operations a plus

- Outstanding communication skills in email, presentation, and verbal

- Creative and innovative thinker with a "can do" attitude

- Great attention to detail

- Native German speaker, fluent English

About Expedia:

Our mission is to revolutionize travel through the power of technology.

Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.

follow the link to apply for the job
http://careers.expedia.com/talentcommunity/apply/2281551/?#tracked

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Expedia Europe