Job Information
Boehringer Ingelheim Omnichannel Customer Experience Business Partner in Milan, Italy
THE POSITION
The Omnichannel Customer Experience Business Partner is responsible for supporting business areas in improving the Customer Experience relating to a set of customer segments, leveraging market research evidence and customer insights, with the aim of co-creating high added value solutions, in terms of content, services, campaigns and customer journeys, to improve the company's customer engagement model in accordance with the business strategy and customer needs.
Responsibilities:
Contribute to the process, design and implementation of Integrated Customer Planning (ICP) on assigned TAs
Monitor execution and ensure ICP governance
Support in defining the Omnichannel strategy based on customer needs and digital attitude.
Support in the design of omnichannel campaign workflows, including customer journey mapping and definition of the editorial plan
Guarantee the best way of communicating within Omnichannel campaigns and Content Planning
Support in gathering insights for effective monitoring of campaign process and workflow and in generating actions
Project Management and clustering of customers into subgroups based on their needs and attitudes.
Measure Customer Experience KPIs and monitor improvements over time
Requirements:
At least 3 years of experience in similar position
Master's degree preferably in engineering or equivalent STEM faculty
CRM System knowledge
Experience in omnichannel campaign management
Experience in Customer Experience basic concepts & methodologies (Customer Journey, Personas, Pain points & Opportunities, Close the loop actions, etc.)
Project management skills
Processes analysis and optimization experience
Change management skills
Interpersonal skills and communication skills
Excellent knowledge of English (writing and speaking)
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.