Voice of Customer - Program Manager
Genetec Inc.
Quebec, CA
21d ago

Description :

We are looking for a candidate to drive the overall program of Voice of Customer at Genetec.

Responsibilities :

  • Drive overall and comprehensive Voice of Customer program at Genetec
  • Define and implement customer satisfaction strategies and action plans to deliver seamless and best-in-class
  • Experience to customers worldwide and strengthen the company’s leadership position in the market
  • Work with relevant departments to develop, implement, and manage processes to collect, analyze and act on customer feedback
  • Support Marketing & Communications teams to map overall customer journey and improve services / support-related touchpoints
  • Create and maintain live internal dashboards to monitor and continuously improve key performance indicators related to customer experience
  • Conduct required market research and remain up-to-date with industry best practices as it relates to customer experience
  • Partner with Marketing & Communications teams to develop and deploy internal and external communication plans as appropriate
  • Design and deploy customer-centric on-boarding and training programs for new and existing employees
  • Organize various internal events (eg. Customer Days) to stay connected to customers and to timely gather / act on experience improvement opportunities
  • Act as Customer Advocate within Genetec
  • Requirements :

  • Bachelor’s degree or Master’s degree in a related field (marketing, engineering or communications)
  • 8 to 10 years of relevant experience
  • Experience in Customer Support / Service and / or Sales
  • Very customer-oriented
  • Excellent interpersonal skills and ability to influence others
  • Self-starter, motivated, pro-active, innovative and data-oriented
  • Strong sense of ownership / accountability and action-driven
  • Ability to work on multiple projects simultaneously with minimal supervision
  • Fluent in both English and French (oral / written)
  • Technical Requirements :

  • Experience in project / program management and budget management
  • Experience in managing and performing in-depth analytics
  • Advanced knowledge of Power BI, CRM and survey tools
  • Apply
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