Customer Experience Project Manager (F/H) - CDI

Paris Boulogne-Billancourt
Reference No: WD-0005379

What's the role?

As part of the Global CX team you directly support Hilti’s business strategy of Customer Engagement. You are the prime mover for the continuous improvement of the ‘Hilti Customer Experience’. This covers the entirety of the interactions a customer has with any Hilti channels, products, software & services, both in the digital & real world, worldwide & across all functions. At Hilti, we strive to enthuse our customers by delivering a superior Customer Experience, and for this, we need to best orchestrate their key customer journeys. Your mission is to build a CX Monitoring & Diagnosing program (“CX-M”), to create reliable and actionable insights about where, what and how to improve the CX we deliver as a brand, in order to sustainably engage more customers.
You are instrumental to build a best-in-class CX-M system, combining processes, transactions & interactions data analytics with customers’ and employees’ feedback.

Who is Hilti?

If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With 33,000 people in more than 120 countries we operate with a unique direct sales model and generate around 300,000 customer interactions every day.

What does the role involve?

You will be taking the end-to-end ownership of building a global CX monitoring & diagnosing program. Your primary focus is to establish solid global capabilities to collect and analyze customer feedbacks on journeys and touchpoints, by selecting and implementing a state-of-the-art Customer Feedback Management solution. This implies working closely with global stakeholders, regional and local functional experts and data specialists. You are responsible for requirements definition, Minimum Viable Product build and further implementation to ensure a successful ramp-up of continuous improvements and rollout to cover stepwise more journeys and more markets.

You are in close collaboration with other global and regional CX Managers and you need to leverage cross-functional agile teams involving relevant stakeholders from various required local/regional/global teams to support communication, change management & delivery of work aligned to project requirements..

Be part of the transformational change! Leverage Hilti unique business model & drive customer centricity to deliver a “wow” experience to our customers. As part of the wider CX & E-Commerce unit within the Corporate Strategic Marketing department, the Customer Experience team leads this transformation out of both Paris-France (for close collaboration with the Digital Platforms teams and the Southwestern Europe Marketing teams) and Schaan-Liechstenstein (for connection with BU’s & Corporate Functions).

What do we offer?

To further accelerate in digital marketing, we are building our Global Digital Hub in Paris. You will experience the agile mentality of a start-up, combining the stability of a sound business model and the working environment of an award-winning culture. You can make an impact from day one in an international and diverse team by shaping the future of digital at Hilti and revolutionize customer interactions.

Why should you apply?

The Hilti business model has all ingredients to offer the best Customer Experience, combining state-of-the-art digital solutions & impactful physical presence capabilities. We are building the ultimate direct sales & marketing collaborative organization in the industry! Join us to boost customer centricity and create distinctive customer experiences. Build your open, world-class, international and cross-functional career path in a dynamic environment.

What you need is:

  • Master’s degree in Engineering, Business Administration, Mathematics or equivalent,
  • 5-10 years professional experience in project/program management, ideally in a B2B and e-commerce context.
  • Good knowledge of business processes, customer experience measurement.
  • Solid project management skills, ideally including experience with agile methodologies
  • Curiosity combining strong digital affinity & analytical skills to review & understand customer needs & interactions
  • Excellent leadership & communications skills, equally effective in formal & informal settings up to C-level. Fluent in English is a must, additional language is of advantage.

During your interviews, you will meet several members of the digital team including leadership. This way you get to know more about us, and we get to know more about you.

Tempted to apply? Click “apply now” and send us your resume (English version) today!

Do you want to know more? Go to https://careers.hilti.com/en/digital-marketing

Join us and #TransformDigital

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