Customer Experience Development Manager

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TESCO-BST
Munkavégzés helye

1138 Budapest, Váci út 187.
Egyéb juttatások
- Cafeteria
Munka típusa
- Teljes munkaidő
- Általános munkarend
Elvárások
- Angol felsőfok
- 5-10 év tapasztalat
- Egyetem

Cafeteria

Teljes munkaidő Általános munkarend

Angol felsőfok 5-10 év tapasztalat Egyetem

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TESCO-BST

We established our service centre supporting Tesco's operation in the Central European region back in 2019. Our colleagues provide service for Hungary, Czech Republic and Slovakia in several fields: finance, people and payroll services, colleague and customer engagement, customer and product, enterprise analytics. Besides these, we have a modern Technology Hub developing software and applications used by millions of people - customers and colleagues - globally. Our young and dynamic teams are driving and accelerating changes on a global scale, so it is important for us to find colleagues that are open to learn and develop themselves. At Tesco Business Solutions & Technology we support our business in operating efficiently and serving shoppers a little better every day.

Customer Experience Development Manager

The Role

Improving customer and colleague experience through the delivery of strategic CCEC objectives, working in partnership with respective stakeholders across the business
Working closely with stakeholders and CCEC operations, to address the root cause of customer and colleague contact and providing the required level to support strategic business decisions
Influencing, planning and delivering strategic business change from a CCEC perspective e.g.: changes to proposition, launch of self-service, channel strategy etc
Working with the business to capture and manage demand for customer and colleague contact volumes to the CCEC and working with the Resource Planning team to ensure these are fed into forecasting accurately and regularly
Provide leadership for the team by inspiring them with the functional CCEC and TBS strategy/vision, setting clear objectives, and motivating them to deliver the best levels of service to both customers and colleagues
Set target KPIs for each of the team members, across all key parameters, ensuring they are achieved, and identify innovative ways to enhance customers/colleagues experience
Manage the performance and development of the team
Monitor KPIs and report regularly to relevant management teams regarding any risks or opportunities identified
Continually develop new initiatives to improve customer experience and productivity, gain efficiencies, decrease customer friction, and enhance customer retention
Managing significant service risks and issues, acting independently between CCEC Operations and business stakeholders when conducting root-cause analysis, developing service improvement plans and execution of these

Your background

University education
7+ years Professional experience
Advanced English language
Hungarian/Slovak/Czech language knowledge is advantage but not a must
Contact centre industry experience
Process improvement experience
Project/Change management
Proven track record in customer success
Creating customer value and the ability to lead transformational change
The ability to engage and influence stakeholders
Logical thinking and planning skills
Driving innovation

What’s in it for you

Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career defining opportunities to all our colleagues. If you chose to join our business, we will provide you with:

Competitive Compensation package based on your experience and skills (Cafeteria, Mobile phone, 10+5% shopping discount in every Hungarian Tesco store)
Annual private healthcare package
Performance-based annual bonus
Minimum of 25 paid leave days per year
Career Growth is not just a cliché - we operate in 3 markets as one Central European business, so there are many opportunities for growth and development
Solid Business Background with more than 100 proud years of company history
We are a Great Team and we are not fond of any formalities here
Modern Office with great location (e.g.: free parking)
Flexible Working policy (e.g.: home-office)

Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we"re committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require.

#LI-AS1

#LI-Hybrid