Directly reporting to the TOD'S Group Head of Client Excellence, the Client Excellence Performance Coordinator plays a key role in supporting the evolution of the Client Excellence function- He/She contributes to the design and continuous improvement of processes, supports the roll-out of strategic initiatives, and helps activate the Voice of Customer program by connecting insights to action and fostering a client-centric culture.
RESPONSIBILITIES
- Client Service processes mapping and optimization, with the objective of improving efficiency, consistency, and customer satisfaction
- Design of swimlane diagrams, processes and operational procedures supporting Client Excellence activities
- Support the implementation of the Group Voice of Customer roadmap, mapping feedback sources, analyzing qualitative and quantitative data, and helping to define cross-functional action plans
- Coordinate cross-department initiatives (Retail, E-Commerce, Client Service, CRM, Product, etc.) that aim to enhance the end-to-end customer experience
- Support IT and Digital Product Owners in implementing and launching global and local Client Excellence projects (collecting business requirements, testing solutions, and ensuring readiness)
- Conduct competitive benchmarking to identify best practices and innovation opportunities in Client Excellence and Client Experience
- Support the Head of Client Excellence in project management, including planning, execution, and follow-up of strategic initiatives
- Support the Head of Client Excellence in calculating budgets and forecasts for the department
KNOWLEDGE & SKILLS
- Strong knowledge of Client Excellence platforms,( Dynamics365, Order Management Systems, ecc.)
- Proficiency in Office Suite (Excel and PowerPoint in particular)
- Experience in process design, service blueprinting, and journey mapping
- Solid understanding of Voice of Customer programs, methodologies, and KPIs
- Excellent organizational and project management skills
- Strong interpersonal and communication skills to collaborate with multiple internal stakeholders
- Critical thinker and creative problem solver with a data-driven mindset
- Fluent in English and Italian; another language is appreciated
TOD’S Group promotes the values of inclusion and full equality between persons at all stages of an employment relationship.
Therefore, in line with the principles of our Code of Ethics and the Policy for the Protection of Diversity, Equity and Inclusion, all qualified applicants will be considered, regardless of their gender, age, nationality, culture, religious belief and sexual orientation.
