(CEN) CUSTOMER INSIGHTS ADVISOR

Job Description

Enabling exceptional customer loyalty and satisfaction in Cemex globally, through metrics implementation and analysis, and encouraging positive interactions between Cemex and its customers through action plans of improvements and remediation. Responsible for managing the ecosystem of customer feedback technologies, processes and practices, improving the overall customer experience by evolving the voice of the customer program to a north star, by defining and following up its roadmap of execution.

Main Responsibilities

• Provide clear and precise information to regions and central areas on key indicators and promote the communication of best practices. Escalate complex problems to appropriate areas for further investigation and resolution.
• Facilitate the Collection and analysis of customer feedback to identify areas for improvement in products, services and interactions.
• Oversight Action Plans in regions and central areas in implementation and follow-up on their results.
• Provide recommendations for continuous process improvements to improve efficiency and customer satisfaction.
• Support the definition of a north star for a voice of the customer program and follow up in roadmap design and execution.
• Recommend strategies and requirements for technologies of customer feedback gathering and reporting and its integrations.
• Collaborate and facilitate coordination with cross-functional teams to implement improvements based on customer feedback, improving overall customer satisfaction.
• Promote proactive interactions with customers to build and foster positive relationships, ensuring they feel valued and understood.
• Promote a Follow up with customers to gather feedback after interactions and ensure their expectations are met or exceeded.
• Support maintaining accurate and detailed records of customer interactions, feedback, and resolutions in the company's customer relationship management system.
• Adhere and promote established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions.

Position Challenges

Effective Coordination of action plans with those responsible for each region, breaking organizational and data silos, Speeding up Execution of Open/close the loop process for surveys, enabling Crossing and integration of data to CX key indicators, influencing other areas. Enabling execution of roadmaps for achieving the north star of the voice of the customer.

Qualifications

• A bachelor's degree in marketing, communications, industrial engineering, business management, advance studies. Postgraduate studies in a related field is preferred.
• At least 2 years of experience in customer experience areas or a similar customer service position.
• Extensive experience collecting and interpreting customer experience information.
• Solid knowledge of online customer service platforms and channels.
• Proficient in MS Office, as well as Customer Experience software, such as Qualtrix Customer XM but not limited to.
• Exceptional interpersonal skills and a client-focused approach.
• Great organizational and time management skills.
• Excellent communication, influence, collaboration and problem-solving skills.
• Fluent English, written and spoken, presentation skills, public speaking, self-motivated.

Internal/External Relations

INTERNAL

• Global Commercial Areas, OHR, Supply Chain, P&IT, Data, Global and regional Customer Experience Teams.

EXTERNAL

• Technology providers (Ex. Qualtrics)

CEMEX Diversity and Inclusion Statement

At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity, and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.