VOC Specialist

Position: VOC Specialist

Location: Research Triangle Pa NC 27709

Duration: 12 Months

Pay Rate: $ 30/hr.

Shifts: Monday-Friday - 8:30-4:30.

Primary Job Functions:

Reporting to the Regional VOC & Customer Insights Manager, you will help coordinate and implement the regional VOC and Insights program that delivers actionable insights for experience improvements, better offers for customers and tactical business growth opportunities. Your actions and cross-functional efforts should result in a stronger customer experience for grower/end-use customers and distributor/retail partners - leading to greater customer loyalty and trust.

· Ensure the successful rollout and follow up of VOC/NPS (Net Promoter Score) surveys, track response rates, collect and measure data, including additional CX metrics.

· Coordinate the pre-rollout process of customer data into the VOC/NPS program, including inputting, editing, removing, scheduling contacts for monthly NPS Surveys.

· Maintain data integrity and reporting consistency across APN businesses, owning the annual VOC/NPS calendar for the APN region.

· Compile monthly scorecards for the business, leveraging insights from VOC tools, dashboards & country VOC leads.

· Manage regional and country level reporting templates, aligning to a consistent brand and design standard.

· Lead regional training on VOC/NPS tools for new customer-facing team members, including the maintenance of training documentation.

· First point of contact for VOC/NPS tool troubleshooting, supporting customer-facing and Commercial Excellence team members

· Support ad hoc requests for customer surveys and other VOC needs across APN

Requirements :

· Bachelor's Degree, ideally a focus in business or marketing

· Minimum of 1-3 years of experience in customer oriented commercial or cross functional roles (i.e. sales, customer service or marketing) delivering premium customer experiences

· Experience with VOC data collection tools like NPS, Medallia & SalesForce

· Proven execution skills, with experience in project management/milestone tracking, and with a strong ability to plan, prioritize, manage and communicate work on multiple projects that are running concurrently.

· Strong ability to collaborate and creatively problem solve across functions, and work within a highly matrixed structure.

· Relevant experience in Agriculture preferred, but not necessary.

Job Types: Full-time, Contract

Salary: $30.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Durham, NC 27709: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person