Customer Pulse Project Manager (Frelance)

Support for growing Customer Pulse program, particularly with the reduction in IT support, additional resources are required to keep the program running optimally. This program reports out one of the ExCo KPIs, so it is important the program maintains its integrity.

Manage Customer Pulse Program
 

• Updating and maintaining Customer Pulse governance documentation e.g., RACI, processes
• Organization of program-related asks via ticket requests, with an eye on roadmap and prioritization of key program initiatives Manage survey/program data updates from Markets Managing program communications e.g., quarterly notifications re dashboard/ report launches, newsletters
• Support with creation of a CX knowledge zone on Eureka; uploading relevant update and quarterly reports
• Creation and maintenance of training support materials (ppts, videos) for Customer Pulse program and Medallia dashboards
• Track and manage relevant PO requests from program participants (e.g.., ISC, S&SD)ExCo reporting
• Liaise with Group Performance Management to ensure regular, uninterrupted flows to centralized dashboards for ExCo reporting
• Coordinate dashboarding Coordinate activities between Brand & CX and Markets ensuring that dashboarding is in line with Customer NPS business leads
• Involved in continuous improvement of existing dashboards working closely with Brand & CX, CPC and Medallia teams
   

Cooperation
 

• Closely works with the CX COE, VOC, Brand Licensees teams, as well as key Market and Sales stakeholders
• Coordinate with MDA colleagues to enhance analyses and automation of reporting to gain efficiencies