Customer Engagement Leader

Customer Engagement Leader - - - - - - - - - - -

• Misison: Adapt and execute the LB targeted Customer Experience and Engagement strategy to deliver a seamless customer (Dealer, End-user, Consumer) engagement through a omnichannel approach leveraging all critical touch points resulting in more profitable and stronger bonds. Key Deliverables: Refine, adapt, and activate the LB Customer Experience strategy into an engagement plan in line with the Region G2M priorities including CRM and Lead management Adapt the omnichannel customer journeys/personas to the local context and identify the key activations levers that increase and/or optimize conquest, consideration, preference, conversion, retention Orchestrate and brief your internal & external stakeholders (Marketing team, Sales teams, Commercial Communication team, Digital team, MSEM, local agencies, local off/online partners etc.) to implement and deploy the engagement plans at region and territory levels Leverage DCEM contents and assets in the most efficient way to the local needs Leverage market studies and test (ex: A/B testing) to gather information on customer behaviors, opinion, experiences to optimize your activation plans Develop and leverages the customer databases to support the CRM programs (ex: upsell, cross-sell and drive retention …) Steer and provide feedback & recommendations to LB Customer Experience Manager/DCEM on the LB customer experience and related engagement strategies to ensure continuous improvement through monitoring (shared key performance metrics such as satisfaction, conversion rate, SEO, # of leads, bounce rate, …) Identify and Implement corrective actions for the regions and territories Manage the local annual budget: operating and allocation for the activation in territories KEY EXPERIENCES IN: Demand generation SEO/SEA/SEM Omnichannel and/or Integrated marketing communications Lead Management and/or CRM program Dealing with agency.