Customer Experience Analyst

2 semanas atrás


Sao Paulo, Brasil Red Bull Tempo inteiro
The Customer Experience Analyst is responsible for supporting the Marketing Manager in the whole Customer Experience strategy of the club, to identify the main needs of the consumers, fans and internal clients, along the entire customer journey.
RESPONSIBILITIES**
Areas that play to your strengths**:
All the responsibilities we'll trust you with:
Expand all
- Customer Journey
- Build the customer journey for each of our main clients and touchpoints
- Draw and develop new internal process, that will help the team to better engage with consumers and provide awesome brand experience
- Identify the key pains of the customers
- List all touchpoints of the club and identify key opportunities of improvement
- Understand and define the profiles of the external and internal clients- Membership Platform
- Answer and manage members’ requests sent through the program´s communication channels
- Ensure perfect functioning of the RBBXP platform, website and the use of all benefits by the members
- Consumer Products
- Manage with Wev the customer satisfaction at "Reclame Aqui" website- Google My Business and institutional website
- Ensure the perfect functioning of our website, newsletter, news, photo and video players and any other registration process or forms required in our website
- Keep the right configuration of our information at GoogleMyBusiness
- Track performance, comments, engagement of consumers and fans at GoogleMyBusiness;
EXPERIENCE**
Your areas of knowledge and expertise**:
that matter most for this role:
- Knowledge about Soccer and Sports industry is a major plus
- Minimum of 3 years of experience in an overall customer experience role
- Ability to successfully partner across multiple functions
- Demonstrated ability to inspire a team
- Focused in details
- Hands-on mentality, drive for results, problem solving attitude
- Outstanding communication and interpersonal skills
- Structured, time management, priority setting, dealing with complexity, resilience
- Degree in Communication, Marketing, Business Administration or related discipline
- Fluent English
- Travel 50%
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