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Would you like to take this opportunity to influence the industry towards a more responsible use of the world’s natural resources?At Metso you will join a supportive and inclusive network of colleagues from around the world. There will always be a chance for you to learn and try something new.
This is your invitation to rise above what was possible yesterday.
Job posting end date: 07/30/2023
We are looking for a colleague to join Metso customer loyalty team, to manage and develop our processes and competences for Customer Experience Measurement (CEM). In Metso, the more familiar term for CEM in Metso is the process we implement; Net Promoter Score (NPS). This role reports to head of customer loyalty within group marketing in CFO organization.
The candidate we are looking for has earlier experience in managing customer experience measurement, or similar processes, in international companies and has a passion for understanding and improving customer experiences.
In this position, you will manage our CEM process by coordinating and supporting our internal customer loyalty Champion network, ensuring competences for both relationship and transactional measurement process and tools. You will drive the CEM implementation by hosting meetings and collaboration channels, providing trainings, maintaining and developing process documentation and learning materials, and facilitating best practice sharing.
You will contribute to development of our technical tools and platforms in close collaboration with colleagues in IT development and participate in defining our long-term customer understanding strategy by exploring the opportunities and innovations in the CEM sector. You will contribute to initiatives and communications aiming to help our business stakeholders use the collected insight for improving customer experiences and the business.
In this team we appreciate flexibility and collaborative attitude. The position requires strong coordination and change management skills and ability to network with a wide group of stakeholders. Without direct reporting lines in the global network, influencing skills and willingness to support others are critical.
Qualifications / requirements
- Experience of managing customer feedback process in a global organization
- Experience of working in cross cultural matrix organization
- Business and industry understanding
- Strong written and verbal communication skills; influential negotiation, communication and presentation skills
- Proficiency in customer survey tools and processes and CRM. Strong computer skills including advanced knowledge of Excel and PowerPoint
- Understanding of translation management. Experience in translation management is considered a plus.
- Strong attention to detail, organizational and analytical skills
- Ability to thrive in a fast paced, dynamic environment with revolving deadlines.
- Fluent in English
- A challenging and valued role in a global organization. You will get to work with a large network of professionals with the latest tools and techniques. We have an environment that combines result-driven and respectful culture in an exceptional way. Of course, we offer you all the benefits and opportunities of a big, global company.
- Nice and friendly colleagues in an international team with high scores in employee satisfaction. We are also interested in hearing what you value in employee experience.
Metso is a frontrunner in providing sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. By helping our customers increase their productivity, improve their energy and water efficiency and environmental performance with our process and product expertise, we are the partner for positive change.
Headquartered in Helsinki, Finland, Metso employs over 16,000 people in close to 50 countries and sales for 2022 were about EUR 5.3 billion. The company is listed on the Nasdaq Helsinki. metso.com, twitter.com/metsoofficial
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