Customer Centricity Lead

Vor 5 Tagen

Berlin, Deutschland Awin Vollzeit

**Purpose of Position**:
To help deliver on Awin's customer centric strategy, we are looking to strengthen our team with an experienced, customer obsessed & highly motivated Customer Centricity Lead. Working internationally, this role will own & coordinate initiatives across the organisation to help drive our customer centric principles & culture forward.

Your Location: Berlin, London, Munich, Milan, Paris, Madrid, Warsaw or Stockholm

**Key Tasks**:

- Drive Collaboration: Work with our Voice of the Customer program to deliver on collaborative task forces, driving robust solutions to customer needs & pain points
- Secure Sustainable Growth: Deliver on agreed commercial & strategic customer centric metrics to futureproof our customer proposition
- Define culture: Drive initiatives around engagement & understanding of our customer centric vision internally to spread the customer obsession across the group
- Empower & enable: Deliver trainings & workshops to provide knowledge across the organisation needed to develop & initiate customer-centric strategies for their departments
- Develop Marketable USP**:Build customer competence & pride which can be presented externally, support strategic narrative & RFPs
- Steer organizational structure & processes: Support the development of cross-departmental collaborative frameworks & best practices

**Skills & Expertise**:

- +5 years' experience within the global digital marketing or eCommerce space, strong understanding of Awin's ecosystem is a plus
- Deep understanding & proven experience with Voice of Customer (VoC) and/or customer centric activities
- Able process manager, comfortable with coordinating various cross-departmental initiatives simultaneously
- Confident communicator & bridge builder, can deliver clarity & stakeholder buy-in from complex & abstract concepts
- Experience working with CRM, customer support& automation tools; working knowledge of Salesforce and Asana is a plus
- Comfortable presenting to and engaging with large audiences & senior management stakeholders, both internally & externally
- Fluent in English, additional languages are a plus

**Our Offer**:

- With staff wellbeing at the forefront of Awin's ethos, we have shifted to a 4-day week on a trial basis, enabling our employees to better balance their social & personal time with their work.
- Our 'Working Wherever' policy makes it possible for employees to work from Awin locations all over the world, including working from one of our offices or remotely.
- 2 paid days off per year, during working hours to volunteer with a community organization.
- Taking care of your mental wellbeing by accessing our various mental health initiatives.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

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