CUSTOMER ENGAGEMENT LEADER

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•Refine, adapt, and activate the Business Lines (LB's) Customer Experience strategy into an engagement plan in line with the Regional 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•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 territorie