Voice of Customer Manager (H/F)

At Lyreco, we believe in working together for tomorrow, which means constantly looking to innovate and evolve so that our employees, customers and business continue to grow and develop. We believe in a culture that values our employees and inspires them to be the best they can be and our core values of passion, excellence, respect and agility play a key part in this. Through a perfect blend of people, technology and our corporate social responsibility strategy, our future looks bright.

Job Description

We wish to put the customer back into the heart of our conversations to drive change and promote a customer-centric strategy. In this context, we are recruiting a Voice of Customer Manager, who will manage client feedback at group level, and ensure guidance & support within the teams & countries on this subject.

Responsible for all customer feedback / surveys tools at group level 

• Follow tools implemented on Lyreco sites & apps
• Liaise with panel agencies for surveys across panel of customers & prospects  
• Pilot & orchestrate workshops, focus groups or other client events to gage their feedbacks on our products & services 
• Report learnings & pain points to the COO Team (Call center, sales, data) & Client Experience Team to enable enrichment of customer journeys and to ensure overall relevance of client communication  

Implement a coherent methodology  

• Provide support to teams wishing to collect customer feedback, to ensure quantity & quality of data collected (relevance of questions vs objective, target audience, tools used, sequence, timing, format of questions to ensure they can be exploited) 
• Ensure coordination pre and post survey with the various teams involved 
• Determine customer follow up if needed 
• Ensure homogenous reporting and repository of all surveys for future usage 

Responsible for measuring client satisfaction score across the group 

• Establish the scoring methodology to put in place
• Train & roll out methodology in the countries 
• Establish reporting and action plans to senior management, follow ups with teams 
• Determine communication on this score across group

Person Profile

• A passion for customer experience 

• Digital curiosity & skills  

• Excellent interpersonal skills with ability to communicate and collaborate with multiple stakeholders. 

• Good project management skills. 

• Fluent written and spoken English.