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KERING TECHNOLOGIES - End User Survey Manager

Kering - Apprentice (Fixed Term)
- France

Job Family Group Description - Information Technology: Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure. Job Family Description -End-User Support: Provides end-user computing support services. Has technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements. Keeps the infrastructure available: computers, networks, and telecommunications. Increases efficiency and effectiveness of information flow, working closely with users.

ROLE MISSION

The End User Survey Manager is in charge of managing the global/regional/local hot and cold survey on Kering Technologies scope to support operational excellence within Kering Technologies worldwide (3 regions EMEAI, AMER and APAC)

KEY ACCOUNTABILITIES

  • Global
    • Be the SPOC for any topic related to End User satisfaction
    • Manage specific communication with dissatisfied End Users to manage definitively their issues
    • Be accountable for resolving any issues related to Satisfaction
    • Manage relationship with Service Owners and EUS regional directors on topic related to Satisfaction
    • Provide End User feedbacks analysis to service owners and to EUS regional directors
    • Identify and manage actions related to feedback from End Users
    • Identify and manage continual improvement opportunities

  • Hot Survey management:
    • Ensure hot survey process is running as defined and identify process improvement if necessary
    • Manage and monitor hot survey answers from End Users
    • Generate reports on hot surveys and share them with counterparts.
    • Ensure overall quality & consistency of survey reports 

  • Cold survey management
    • Define and improve a standardized process for gathering, storing, reporting, and sharing cold End User satisfaction among Kering Technologies and the Brands
    • Ensure overall quality & consistency of cold survey
    • Perform regular cold survey among the organization

KEY REQUIREMENTS

  • ITILv3 Certification
  • Experience working with ServiceNow or other ITSM tools
  • 2 years experience in data analysis and identification of corrective actions
  • Ability to understand non IT language
  • Strong Customer Centric skills
  • Ability to communicate with non satisfied Users
  • Ability to manage escalations
  • Strong Customer Centric skills

Good level of written and spoken English

Kering is committed to building a diverse workforce.
We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

  • Full time
  • Europe
  • France
Postuler

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