Posted Jul 22, 2022 1399 views
- Creates consumer experience strategy align with HQ Consumer Experience Management used to drive decision making across all consumer touch points
- Define KPIs on touch points level
- Design and implement NPS across touch points in all channels
- Coordinates with Digital Marketing, Retail Experience, Consumer Service, Base Management, and Content to ensure consistent CX
- Drives consumer research on e-Commerce and in store, including website data analytics, surveys, and workshops
- Collects demographic information of website and store consumers
- Develops reporting and insights of consumer behavior on the website and in stores (e.g.click-paths of new mothers)
- Develops and launches consumer surveys and research on service points
- Conducts “live” research through workshops, interviews, and usability studies
- Integrates data from website, dealers, and service points to develop holistic view of the consumer
- Engages with all relevant secondary consumer research sources (e.g.Ipsos, GFK, Forrester, etc..)
- Conducts analyses of service points and call center based on relevant data-Develops reporting and insights of relevant service &call data
Skills:
- Understanding of consumer behavior and needs
- Strong analytical abilities and ability to mix quantitative analytics with qualitative consumer insights
- Ability to interpret and apply results of consumer analyticsto overall consumer strategy
- Ability to work cross-departmentally and coordinate multiple processes
- Deep understanding of how and why consumers shop online, in digital channels, and across channels
- Strong grasp of relevant metrics and data concerning service points
- Ability to convert analytics and research into insights and recommendations
- Ability to stay up-to-date on latest external research on consumer behavior and preferences
Job Details
Dawlance Group of Companies
Dawlance, a leading home appliances brand of Pakistan now part of Arcelik, Turkey, was established in 1980 with the vision of making Dawlance a Global brand by practicing reliability and to make Pakistan Proud. Dawlance was acquired by Arcelik in 2016 after which Dawlance became a wholly-owned subsidiary of the 2nd largest White goods company in Europe. Dawlance now serves its consumers in 3 functions involving Food Care, Fabric Care and Home Care with its wide range of appliances including refrigerators, freezers, microwave ovens, water dispensers, small kitchen appliances, hoods & hobs, washing machines, dishwashers and air conditioners. The brand also has an after sales network stretching across Pakistan that offers 24/7 customer service. Dawlance promises reliability in every way for its consumers and stakeholders alike; Reliability is the key characteristic of Dawlance and is exercised within all functions of the company; it is in fact embedded in the organization's culture. Aside from its reliability, Dawlance's major strengths are differentiation and relevance- it makes products that are relevant to the needs of the Pakistani households but with an element of differentiation; Dawlance takes pride in introducing innovative products for the Pakistani market to enhance the lifestyle of its consumers and deliver a superior product experience New vision: be Pakistan’s largest household technology solution provider, empowering consumers to meet their lifestyle needs New Mission: create value for all our customers and stakeholders by providing reliable and innovative products & services, while being a responsible corporate citizen
What is your Competitive Advantage?
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