Omnichannel Transformation Specialist LATAM

About the role:
Are you interested in working in a global leader brand with great lerning and growth opportunities? Tork®, the global leader brand in professional higiene is a great place for an exceptional and challenging career move.


We are seeking for an experienced, dynamic and customer oriented Omnichannel transformation Specialist to join our team and support the development of the Commercial Excellence Strategy across Latin America.


This position plays a crucial role in leading and supporting the Professional Hygiene Omnichannel Transformation, enhancing the digital customer experience across the business unit’s owned or external platforms by ensuring engaging, powerful, seamless and integrated interactions across various channels in the Latam Region, ultimately driving business success.

What you will do:

• Lead Management: Work together with the Marketing and Sales team in order to build a syncronized process of lead management that is connected with the digital strategy of lead generation and its delivered to the Overall Pipe Line Process . Develop and Monitor the Kpis to measure the process.
  
• Tork Experience Center: Manage the Region Brand´s Contact Center, aiming for an enhanced customer engagement through omnichannel interactions for our customers, becoming available and accessible for them in each touchpoint of the customer journey map, strengthening customer relationships and driving sales.
  
• Establish and roll-out the Region´s customer experience roadmap including the technology, data and analytics needed to provide a 360-degree view of the customers and improve the experience we provide. Work with Region vendors for the contact center operation. Work closely with the third party service providers to be able to ensure that the strategic vision of the brand is being executed in a coordinated way with the providers.
  
• Guarantee an anticipated, agile and memorable customer service experience from the provision of the service in the brand contact center and the dispensers field service (Installation, maintainance and unstalling). Design and achieve an impeccable execution of the process, which manages to generate long-term relationships with clients.
  
• Monitor Market Trends and market needs that allow to Lead the innovation and evolution of dispenser and contact center service processes; ensuring that the brand is always at the forefront of new market trends and delivering digital solutions.
  
• Lead and implement the brands journey towards digitally enabled business and digital customer experience (DCX)
  

Who you are:

• Min. 2 years of experience working in B2B sales, B2B E-Commerce, Inside/Virtual Sales or Customer Service.
  
• Ability to see processes, platforms through the customer lens and to strive for optimizing those for a better customer experience
  
• Hands-on mentality and feel comfortable working with ambiguity and changing environments.
  
• Experience with digital platforms, websites, or shops is an advantage.
  
• Work effectively with cross-functional & cross-cultural teams
  
• Fluent in English
  
• Very good Excel and Power Point skills
  

What we can offer you:
At Essity, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Collaborative and Inclusive Culture | Empowering & Engaged Leaders | Working with Powerful Purpose & Sustainable Impact | Learning and Growing in your Career | Supporting Well-being & Sustainable Working Life | Life-changing Innovations | Competitive Total rewards.

Location:
Medellín, Colombia; Santa Fe, Mexico

Together, we are improving lives, every day.

Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.

Application End Date:

10 Sep 2024

Job Requisition ID:

Essity246152