Junior Customer Experience & Quality Manager (m/w/d)
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We are currently looking for a highly motivated Junior Customer Experience & Quality Manager (m/f/d) to join our team at Edenred Germany.
As a Junior Customer Experience & Quality Manager (m/f/d), you will play a key role in supporting our Director of Operations with strategic projects. Your responsibilities will include coordinating the Voice of the Customer (VoC) program, conducting customer surveys, and analyzing data to derive actionable insights. Additionally, you will be responsible for identifying and implementing optimizations in customer journeys to enhance customer satisfaction and loyalty.
Key Responsibilities:
Support the Director of Operations with strategic projects.
Coordinate and support the Voice of the Customer (VoC) program, including Medallia surveys.
Design, implement, and analyze customer surveys in collaboration with internal and external teams.
Increase customer satisfaction, NPS, and recommendation rate.
Promote long-term customer loyalty through training, workshops, and other initiatives.
Identify and implement optimizations in customer journeys to reduce pain points.
Collaborate with operational teams to gather feedback and ideas for process improvements.
Drive digitization, automation, and efficiency to reduce manual activities and costs.
Define business requirements for customer extranets and represent the CS team and MUC voice in project meetings.
Requirements:
Bachelor's degree in business administration, social sciences, total quality management, or a related field.
Proficiency in agile project management and project management tools such as Jira and Confluence.
Strong analytical and problem-solving skills with a structured and focused approach.
Solution-oriented mindset and ability to think and act strategically.
Excellent empathy and customer orientation.
Ability to work effectively with interdisciplinary and international teams.
Strong communication skills and assertiveness.
Fluent in English with good German language skills.
High level of integrity and discretion.
Passion for learning and personal development.
To take on this role for the VIE-programme, you must meet the following additional requirements: https://mon-vie-via.businessfrance.fr/en/what-is-the-vie-french-international-internship-program
If you are passionate about customer experience and have the skills and qualifications we are looking for, we invite you to join our team and contribute to creating exceptional customer experiences.
Apply now and become a part of Edenred's success story.
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