Client Experience Ambassador (m/f/x - 100%)

Festanstellung nicht angegeben Bachelor

Reference Code: 50465

Schaffhausen, SH, CH

Permanent

Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!

To support our Client Experience team, we are looking for a:

CLIENT EXPERIENCE AMBASSADOR

(M/F/X - 100%)

The Client Experience Ambassador is the central client-supporting role on a global scale executing the core values and philosophy of IWC, establishing a well-managed global client relations platform, and representing the brand. On one hand, the junior role is focused on providing exceptional service and knowledge to meet the expectations of IWC’s broad range of clients, increasing opportunities for client acquisition and upselling, as well as to support the line manager in providing reliable input and ad-hoc action plans. On the other hand, the person will be assisting the Team Lead Client Experience in increasing the awareness of the importance of client knowledge and experience cross-channel and cross-department through design and implementation of one unique CX mindset.

KEY RESPONSIBILITIES INCLUDE:

High-End Selling Events

  • Support the Team Lead Client Experience with the implementation of the high-end selling events concept
  • Support the Team Lead Client Experience in establishing dialogue with the teams in the market to implement tailored strategies to maintain, engage and reactivate existing high-end client base as well as recruit new high-end potential clients
  • Provide support to collect and analyse the feedback from all the markets, as well as the sharing of the learnings with the line manager
  • Help to track and coordinate client orders and sales on site as well as post event to deliver reliable ROI reporting
  • Help to monitor the success of each concept by working closely with the markets and tracking the sell through status as well as providing the line manager with regular ROI updates and suggestions of improvement or evolution

High-End Client Community

  • Oversee the implementation of the high-end client community strategy, vision, and ways of working, reflecting the brand global mission, values, and service philosophy
  • Work in collaboration with the market teams to find new ways to grow the community and to explore opportunities and potential
  • Work with line manager, training, and coaching HQ team to integrate the output check of the community in the newly developed mystery shopping concept
  • Establish regular dialogue with the market teams to seek for feedback and regular output check
  • Monitor the success of each concept by working closely with the markets and tracking the sell through status as well as providing to the line manager regular ROI updates and suggestions of improvement or evolution
  • Be fully in charge of the budget management and the ROI of the project

High-End Ambassadors Community

  • Support the line manager in implementation of the high-end ambassadors’ community working closely with HQ key departments and partnering with market teams
  • Partner with the transversal member of the team to support the implementation of the train-the-trainer mindset, training, and coaching programs, as well as the monitoring and tracking of the results and the ROI
  • Act as a facilitator to deliver needs, wishes and all relevant information that could support client experience enhancement internally in HQ and in the Regions, propose solutions and project prioritization based on discoveries to ensure a difference in CX and work in a cross-functional way

Global Events Management and Watches & Wonder

  • Support the line manager in implementation of the global events and Watches & Wonders concepts each year to reach pre-defined event objectives
  • Help to coordinate the dialogue, the needs, the objectives, special requests, changes, and updates with the teams in HQ and in the markets insuring smooth and transparent communication
  • Help to manage end clients’ hospitality organization, logistics and full itineraries, as well as coordinating the client experience on site
  • Help to manage the dedicated event budget and to coordinate vendor payments
  • Help to collect and analyse the feedback from all the markets, as well as share the learnings with the line manager
  • Help to track and coordinate client orders on site and post event to deliver reliable ROI reporting to monitor the success of each event

PROFILE:

  • Minimum 2 years work experience in a client facing role in the areas of customer experience, hospitality, retail or similar
  • Client centric mindset with strong interpersonal/communicative skills as well as presentation and selling skills
  • Ability to multi-task, prioritize and manage time efficiently
  • Advanced knowledge of Excel and PowerPoint, as well as CRM systems
  • Fluency in English is required (German and French are a plus)

WE OFFER:

IWC offers a challenging working environment: the company’s roots are in Switzerland,

but it is a successful international player. We maintain our tradition, yet we are always on the lookout

for innovations and ways to improve. Change management, education, further training and personal

development is therefore of key importance for our long-term success.

Am 24.11.2021 veröffentlicht. Originalanzeige