Omnichannel Transformation Specialist LATAM

Omnichannel Transformation Specialist LATAM

About the role:

Are you interested in working in a global leader brand with great learning and growth opportunities? Tork, the global leader brand in professional hygiene, is a great place for an exceptional and challenging career move.

We are seeking 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:

1. Lead Management: Work together with the Marketing and Sales team to build a synchronized process of lead management that is connected with the digital strategy of lead generation and its delivery to the Overall Pipeline Process. Develop and monitor the KPIs to measure the process.
2. Tork Experience Center: Manage the Region Brand’s Contact Center, aiming for enhanced customer engagement through omnichannel interactions for our customers, becoming available and accessible for them at each touchpoint of the customer journey map, strengthening customer relationships and driving sales.
3. Customer Experience Roadmap: 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 and closely with third-party service providers to ensure that the strategic vision of the brand is executed in a coordinated way.
4. Customer Service Experience: 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, maintenance, and uninstalling). Design and achieve impeccable execution of the process, generating long-term relationships with clients.
5. Market Trends Monitoring: Monitor market trends and needs that allow leading 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.
6. Digital Business Journey: Lead and implement the brand's 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 and platforms through the customer lens and strive for optimizing those for a better customer experience.
• Hands-on mentality and comfort working with ambiguity and changing environments.
• Experience with digital platforms, websites, or shops is an advantage.
• Ability to work effectively with cross-functional & cross-cultural teams.
• Fluent in English.
• Very good Excel and PowerPoint skills.