Customer Satisfaction Coordinator

Customer Satisfaction Coordinator

Job Description:

We are seeking a dynamic and detail-oriented Customer Satisfaction Coordinator to join our team and take charge of our global customer satisfaction and Net Promoter Score (NPS) program. In this role, you will partner with regional commercial leaders across the CMS and ES businesses to drive NPS awareness and task executions.  Tasks will include training commercial team on tools available for use, facilitating data collection, addressing process/system issues and providing progress reporting to key stakeholders. 

Responsibilities:

1. **Global Program Oversight:**
   - Manage and oversee the implementation of the global customer satisfaction and NPS program.
   - Collaborate with regional teams to ensure consistency in survey methodologies, data collection, and reporting.

2. **Data Analysis and Reporting:**
   - Analyze customer satisfaction data and NPS scores to identify trends, patterns, and areas for improvement.
   - Generate comprehensive reports for executive leadership, highlighting key performance indicators and actionable insights.

3. **Continuous Improvement:**
   - Work closely with cross-functional teams to develop and implement initiatives aimed at improving customer satisfaction.
   - Propose and implement enhancements to the NPS program based on industry best practices and feedback from customers.

4. **Stakeholder Engagement:**
   - Build strong relationships with regional teams, customer support, and other relevant departments to ensure alignment with customer satisfaction goals.
   - Act as a liaison between different departments to address customer concerns and drive collaborative solutions.

5. **Training and Awareness:**
   - Conduct training sessions to educate employees on the importance of customer satisfaction and their role in achieving positive customer experiences.
   - Foster a customer-centric culture across the organization through communication and awareness campaigns.

6. **Customer Feedback Management:**
   - Evolve and manage systems for collecting, categorizing, and responding to customer feedback in a timely manner.
   - Implement closed-loop feedback processes to ensure customers' concerns are effectively addressed.

Requirements:

- Bachelor's degree in business, marketing, or a related field.
- Proven experience in managing customer satisfaction and NPS programs in a global context.
- Strong analytical skills with the ability to derive actionable insights from data.
- Excellent communication and interpersonal skills for collaboration with diverse teams.
- Familiarity with customer experience software and analytics tools.
- Demonstrated ability to drive cross-functional initiatives for customer satisfaction improvement.