_Get started on an exciting career at Element!_
Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
Responsible for facilitating ownership of client experience excellence throughout our company. Accountable for developing and implementing strategies to enhance client satisfaction and loyalty. Alignment to strategic clients' segments' expectations and goals, for seamless, transparent, and frictionless experience that sustains mutual growth. This role involves overseeing all aspects of the client journey, including client support, product experience, and client feedback analysis, to ensure a seamless and exceptional experience. This role will collaborate with cross-functional teams to drive client-centric initiatives and continuously improve through digitization and technology enhancements the overall client experience.
This position is responsible for 4 areas:
Client CARE
- Oversee and manage day to day all client touchpoints, ensuring a consistent and positive experience across all areas (FPS´s and in plants)
- Lead and mentor a team of client experience professionals, providing guidance and support to drive exceptional client service
- Migrate to 1 single touch point of attention with our clients through automation and data centricity
- Develop and maintain strong relationships with key stakeholders, including clients, to understand their needs and expectations
- Develop an efficient portfolio of client experience insights and analytics that provide an integrated single view of each client, a 360-degree view of client experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company
Client Experience
- Focus on synergies, organizational learning, change management, holistic perspectives, closed-loop systems, creativity, improvement, client-centricity, and momentum
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives
- Analyze client feedback and data to identify trends and areas for improvement, and develop action plans accordingly
- Drive NPS strategy and action plans
- Drive client-centric culture throughout the organization, ensuring all employees understand the importance of delivering exceptional client service.
- Collaborate with cross-functional teams to identify and implement process improvements to enhance the client experience
Implementation
- Develop and implement strategies for successful project implementation
- Oversee the planning and execution of projects to ensure timely and efficient delivery.
- Collaborate with cross-functional teams to define project scope, objectives, and deliverables.
- Monitor project progress and identify potential risks or issues, taking proactive measures to mitigate them.
- Foster a culture of continuous improvement and innovation within the implementation team
- Collaborate with sales and account management teams to ensure seamless transition from sales to implementation phase.
Driver Support Center
- Develop and implement DSC (call center) strategies and procedures to attend our drivers
- Monitor DSC performance, analyze data and produce reports that enable better decision making
- Identify areas for improvement and implement changes to increase efficiency and drivers' satisfaction
Education & KSAs
- Bachelor's degree in engineering, administration, or a related field
- Preferably master's degree (MBA /CX)
- PMO certification desired
- Tech savvy
- Client research and analytics techniques
What's in it for You
- A culture of innovation, empowerment, decision-making, and accountability
- Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
- Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
- or call _55 5018 7100._