Customer Research

2 tygodni temu

Gdańsk, Pomerania, Polska Lyreco Pełny etat

Are you excited for your new career adventure?

We are looking for an Customer Research & Insights Manager F/M to join our Customer Care team based in Gdańsk, Poland. We are seeking a motivated, dynamic and optimistic teammate, ready to take on new challenges

About Lyreco

The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries, operating in 40 different countries across the globe.

A global workplace solutions company with 10,000 employees, Lyreco's mission is to deliver sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.

To learn more about Lyreco – see our career website here

As the Customer Research & Insights Manager, you will develop the long term plan for continuously collecting and analysing customer data in the right ways to support the various initiatives within local or central teams. The goal is to start with strategic problems and questions from stakeholders and deliver back meaningful insights and recommendations to them in a usable, actionable and easy to understand format to enable decisions to be taken supported by full customer insight.

YOUR MISSIONS:

  1. Set up Customer Experience continuous research approach & practice, developing the capability for supporting key company initiatives with proactive research & insights including trend analysis, market research, competitor analysis and Voice of Customer.
  2. Establish the strategy and clear research aims with the right listening posts and right approach for different types of requests and questions including customer surveys, Customer Services data, customer panel/community, operational data, social media.
  3. Develop a structured framework and approach for stakeholders both in-country and centrally to ensure clear understanding of the goals, objectives and business value of all requests to then manage, prioritise and consolidate requests.
  4. Create insights into drivers and barriers of customer experience and ensures that key stakeholders are inspired and have the tools and best practice methodologies to take corrective actions to improve Customer Experience.
  5. Connect externally with consortia and thought leaders in the area of customer experience insights to bring in best in class and innovative ways of working.
  6. Deploy regular, centrally led relational surveys across the business to provide consistent CX measure. Socialise across the business to ensure highly visible and transparent measure of the customer experience.
  7. Engage and work closely with external agencies/third party providers when required to deliver research and insights or fill gaps in our internal capabilities.

YOUR PROFILE:

  1. Bachelor's degree in Business, Data Analytics or another related field required.
  2. Fluency in English, both verbal and written and experience in working in an international environment.
  3. Qualification and/or training in qualitative research and advanced knowledge of quantitative research, sampling methodologies and designs.
  4. Minimum 8 years of experience in customer experience research & insights.
  5. Experience in analysing customer journeys and making specific, actionable recommendations which have led to tangible business outcomes (e.g., increased N.P.S., operational savings and/or revenue and growth).
  6. Ability to design a balanced scorecard and a leading/lagging metric set which evaluates customer experience, internal efficiency/effectiveness and business financial outcomes.
  7. Experience in working with research agencies, as needed.
  8. Obsession with leveraging data and analytics to continuously improve experiences, exhibiting a bold passion for customer satisfaction.
  9. Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions.
  10. Ability to travel regularly to various central locations and local countries.

REASONS TO JOIN LYRECO:

  1. Experience working in an international environment.
  2. Performance bonuses.
  3. Initiatives supporting work-life balance.
  4. Lyreco is a signatory of the Diversity Charter. We guarantee compliance with non-discrimination rules in recruitment and are committed to supporting individuals who are far from employment.
  5. Hybrid working model (3 days from the office/2 days remote per week).

If the above job description interests you and you think you are a good fit, please send your CV We look forward to receiving your application.

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