Job expirat
The Position: Customer Experience Executive (CEE), The ExP Group - Romania.
The ExP customer experience executive plays a critical role in ensuring ExP interactions with customers are of a high quality.
The CEE will oversee a collection of processes that ExP has to track, oversee and optimize all customer interactions. The CEE role will manage the customer "life cycle," which includes all the steps customers go through when interacting with ExP. The major goal of an ExP CEE is to foster customer loyalty through high-quality interactions at each step and to continuously support the improvement of the experiences customers have with ExP, with the goal of continuously increasing customer satisfaction.
Main Duties
Given the nature of the business, there is an inherent amount of flexibility needed in the role but the principal responsibilities include:
i) Client Development and Liaison.
The CEE is expected to develop relationships with key clients. This would involve close liaison, building relationships and providing complete support to both existing and target clients.
His or her major responsibility is to increase the loyalty customers have by managing each customer relationship to achieve maximum lifetime profit from the entire customer base.
ii) Other Areas of Work.
It is important that the CEE has a "can-do" attitude. The work is varied and it is essential therefore that any new team member has the right attitude in terms of being flexible and getting involved in helping out the business where necessary.
The ExP CEE regularly assesses how ExP's sales, marketing and service representatives work together to deliver seamless customer service. The role involves continually understanding, defining and then refining the customer base. The ExP CEE should be comfortable employing a variety of analysis tools such as best practice surveys to improve customer experiences, gather customer feedback, analyse it and then design specific practices organizations can put into place so that their customers benefit whilst profits also improve.
- Strong client relationship management and client liaison experience (experience in Big 4 environment may be a plus).
- Excellent English language skills.
- Experience within client service, training or business development areas.
- Strong project management skills and the ability to run and supervise an educational project from initiation to implementation.
- Knowledge of contracting and invoicing areas.
- Successful prior exposure to influencing and negotiating.
- Ability to prepare and negotiate a budget with previous experience in being budget accountable and presenting to senior management progression against plans.
- Minimum 2 year experience in managing people.
- Solid experience with Microsoft Office (Excel, PowerPoint, Outlook).
- A minimum of 3 years' experience in marketing, customer service and analysis of customer data is preferable.
- CEE candidates that have a consulting background may provide a competitive differentiator for employment.
One of the key attributes we are looking for in a CEE is “ambition”. ExP is looking for somebody who is prepared to work hard but will then receive the appropriate rewards for their success.
ExP is one of Europe’s most exciting training companies. Headquartered in the UK, backed by some of the most experienced industry players and driven forward by a desire to provide the best possible support to companies and their delegates, ExP revolutionises the face of training.
Since its establishment in 2009 ExP has delivered courses on three continents and has household names as their clients. It is now looking at strengthening the operations in Romania and is recruiting a Customer Experience Executive, based in the Bucharest office.
Professional and people focussed, we aim to be the employer of choice and partner with both our team and clients to build long term relationships to benefit all parties. This really is an exciting time to join ExP. Getting the right people on board is key to our success and the Customer Experience Executive role in Romania is a pivotal position.