CONSUMER EXPERIENCE MANAGER (M/F)

MAIN RESPONSIBILITIES

We are looking for a CONSUMER EXPERIENCE MANAGER (Group) who will be In charge to ensure educational materials and methodologies are developed and shared to our internal trainers and demonstrators around the world with the aim to improve the consistency of messaging, strengthen the brand image and support consumers throughout their purchase to usage journey.

MAIN RESPONSIBILITIES:

• Working with the Brand HQ’s provide training and demonstration support to Trainers, Demonstrators and Sales and Marketing personnel around the world, this could be in the form of manuals, e-learning courses or organised events.
• Maintain a network of product experts / trainers, chefs and cooking schools in order to share – through a specific platform - best practices, provide regular business news and adapt training and demonstrations according to local needs (e.g. food, culture, lifestyle).
• Identify and create processes and procedures related to training and demonstration that will provide some structure and consistency around the world increasing the ability to review performance, success and budget spend.
• Create a number of disciplines and KPI’s for the various consumer experience touchpoints across the brands.
• Assess the training activities taking place in local markets to understand who is trained, how often, costs etc.
• Develop digital learning ensuring it is engaging and as interactive as possible. This should support both internal employees and external customers (key accounts).
• Organise International Inductions with the Brand teams, including a pre and post evaluation. Plus an annual meeting for all those responsible for training and demonstration around the world. In addition, manage requests and planning of distributor training for the Group.
• Measure, evaluate and optimise how demonstrations are managed around the world for all brands, this includes understanding budget allocations, frequency and scenario (e.g. in-store, events, cooking schools etc).
• Investigate Mystery Shopper programmes taking place around the world, collecting data to assess performances.
• To collect and analyse consumer feedback from demonstrators, trainers, customer service departments and digital data (YouTube analytics) in order to ensure educational assets for our consumers is relevant.
• Ensure Brand Trainers (HQ) are developing consistent and relevant materials.
• Manage the running of the new De’Longhi Group ‘Academy’ facility, including calendar and equipment.

JOB PROFILE

Essential

• At least 6 years previous experience in a senior training role or manager of in-store / remote employees. Should have a good understanding of consumer facing roles;
• Commercial / Marketing / Coaching / Leadership skills;
• Recognised Training or Marketing qualification;
• Excellent communication skills both written and oral;
• Ability to work as a team and individually;
• Flexibility / ability to travel;
• Knowledge of PowerPoint, MS Office, Word and Excel;
• English (must).

Desirable:

• European language (German, Italian)
• Basic food hygiene / food safety qualifications
• Knowledge of SDA would be an advantage

JOB LOCATION

Treviso

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