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VOC Program Manager

4 months ago

Research Triangle Park, United States BASF SE Full time
Now Hiring VOC Program Manager

Research Triangle Park, NC

The world needs creative solutions. We need YOU

 

Where the chemistry happens…

As the Voice of Customer (VOC) Program Manager for Ag Solutions North America, you will be responsible for the mid-term strategy and implementation of the Regional VOC & NPS Program. You will consistently communicate with the business on the entire VOC program, including customer satisfaction with our programs, services and overall buying experience and post purchase experience and work to identify trends, areas of improvement and new opportunities.

As a VOC Program Manager, You Create Chemistry By...

 

•     Leading the regional strategy and implementation for the regional Voice of Customer and NPS program, focused on mid-term needs in partnership with the Regional CX Manager – Customer Insights & Analytics,. You will regularly make recommendations on ways to improve the customer listening program across the omni-channel ecosystem.
•    Ensuring the successful rollout and follow up of the NPS surveys across Ag Solutions North America, collaborating with country-level NPS and CX partners, providing expertise knowledge, supporting and trouble shooting for the program implementation throughout the year
•    Designing, establishing and leading, as SME, a highly effective end-to-end VOC programs in Ag Solutions North America to drive customer success across the end-to-end customer journey with Growers and Channel Partners, ensuring it is optimized across must-win touch points, including digital engagement.
•    Developing & implementing any adhoc survey requests from the business to support customer insight needs.
•    Communicating  with the business on the entire VOC program, including customer satisfaction with our programs, service and overall buying experience; and work to identify trends, areas of improvement and new opportunities.
•    Managing all training across APN for the NPS program and implementation in SalesForce

If you...

•    Possess a Bachelor’s Degree, ideally a focus in customer experience, business, or marketing. 
•    Have 5-7 years of experience in CX, customer insights, customer oriented commercial or cross functional roles (i.e. sales or marketing) delivering premium customer experiences.
•    Have experience designing and implementing VOC and Customer Listening programs to serve back timely and actionable insights into an organization.
•    Are a strategically thinker about VOC and its relationship with business success, with a strong knowledge of NPS, Customer Effort Score, Customer Satisfaction and other feedback collection methodologies.
•    Have experience leading highly complex, cross functional projects/initiatives in large, matrixed organizations.
•    Have experience with Medallia, Tableau, Power BI, Salesforce, SAS, or similar VOC and analytical tools  .

Then...

 

Click below to Belong@BASF

 

Create Your Own Chemistry when taking advantage of our Total Rewards.

At BASF you get more than just compensation, Medical & Dental. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That’s what we call you@BASF. Our Periodic Table of Benefits includes some additional perks below for starters…

  • Flexible Work Arrangements whenever possible
  • Retirement Benefits
  • Maternity/Paternity Leave, Infertility & Adoption reimbursement
  • Mentoring & Development Programs
  • Employee Discounts
  • Pet insurance
  • Matching Donations to your favorite cause
  • Access to our BASF Wine Cellar and much more
Privacy Statement

 

BASF takes security & data privacy very seriously. We will never request financial information of any kind via email, private text message or direct message on any social medial platform or job board. Furthermore, we will never send a candidate a check for equipment or request any type of payment during the job application process. If you have experienced any of the above, please contact myhr@basf.com to report fraud.

Equal Employment Opportunities

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

 

Applicants must be currently authorized to work in the United States on a full-time basis.