PURPOSE OF POSITION :
Manages and takes ownership of design projects mainly for the Shared Services, but also for the Supply Change Management area, providing advice on a variety of elements including creative design, concept development, and corporate vision / brand adherence.
These roles demonstrate an understanding of marketing and communication strategies and how targeted design can fulfill organisational needs.
Coordinates the Voice of the Customer (VoC) collection via surveys, complaint system, and all current or future efforts related to the CRM-VoC.
Duties include administrative and logistical support (handling all logistics related to training sessions and or events assigned : meeting room reservation, room preparation, material preparation, attendance coordination, printing of materials for training, follow up) , co-
coordinating special projects, branding & corporate identity of the Shared Services and Supply Chain Management groups, research, training and report preparation and assisting with the flow of information within the Customer Service team.
KEY RESPONSIBILITIES :
Graphic Designing & Branding (SS / SCM) :
Provides graphic design support to Customer Service area and CRM, or other teams within SS. Collaborate with the proposals and changes of graphic products for Shared Services and Supply Chain Management.
Keeps the look and feel branding of the team (s) under SC and SS areas respecting the WV branding guidelines.
Manage and take ownership of design projects, providing strategic advice on a variety of elements including creative design, concept development, and corporate vision / brand adherence.
Supports CRM’s Marketing & Comms. strategic efforts like logo design, template creation, illustration, ppt formatting, infographics, newsletters format, etc.
CRM Voice of Customer Coordination :
Coordinates the Voice of the Customer (VoC) collection via surveys, complaint system, and all efforts related to the CRM-VoC.
Analyses and administer the Voice of customer translation matrix and support the CRM Director in implementation improvement plans.
Support CRM’s use of statistical Information to create collaboration to improve customer satisfaction & loyalty.
Running campaigns on customer service subjects to re-inforce customer service culture development.
KPI Facilitation, Continuous Improvement & Supports overall SS Customer Service efforts :
Keeps monitoring of KPI dashboard for the leadership decision making process.
Actively Contribute to continuous Improvement Projects for CS area, such as : documentation reservoir for scripts, documenting processes, procedures, protocols, etc., creating.
Collaborate effectively with the Business Intelligence team in administering customer service dashboards and establish a systematized tool for action plan execution after the survey results.
Executing Administrative Services :
Provides general administrative support primarily to the customer service area, but also could provide support to CMC and SCM areas.
Also supports environmental efforts of the Occupational Health Committee.
Provides some executive administrative services, but not limited to presentations, coordination of events (for example Customer Service Week, Annual CMC & CS F2F meeting, Customer Service activities to promote customer-
centric behaviours, and any event where the Global CRM Director has participation; CMC and BSD meetings; SLT meetings when), general support to the Director as Senior PoC for the SS in the Costa Rica location.
Manages Dept. Meeting agenda & logistics.
Coordinates training logistics.
Prepares and give training to personnel in customer service subjects, continuous improvement, branding, communications and any other assigned.
and the Global CRM Direction.
KNOWLEDGE, SKILLS AND ABILITIES :
BS degree or college studies.
Marketing or related field studies.
Interpersonal communication skills.
Highly organized person, able to establish his / her priorities and get things done.
Training skills 6. Computer skills.
Marketing skills 8. Excel skills.
Statistics skills a plus.
Knowledge and experience in design.
Customer Service experience.
At least 3 years work experience.
English language, full proficiency
Understand how to work with a company’s branding guidelines / identity.
Marketing or Presentation’s Specialist.
The position requires ability and willingness to travel domestically and internationally up to 20% of the time.