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Customer Experience Specialist

Date: Dec 30, 2021

Location: Budapest, Central Hungary (Közép-Magyarország), HU

Company: AGCO

AGCO is a global leader focused on the design, manufacture and distribution of agricultural machinery and infrastructure. As a Fortune 500 company and one of the global leaders in agricultural equipment manufacturing, we have an extensive network of over 9,200 dealers and serve more than 140 countries. While headquartered in Duluth, Georgia, AGCO has manufacturing facilities all over the world creating and distributing their full-line of products, including Challenger, Fendt, GSI, Massey Ferguson, and Valtra. Visit www.AGCOcorp.com for more information.


AGCO Hungary as a subsidiary of an international corporation is NOW looking for:

Customer Experience Specialist

Budapest, Hungary


This role will play an important part in our AGCO customer centric strategy. The role owner will support the design and implementation of our Customer NPS initiative globally, guaranteeing the collection and the management of customer feedback as they progress across their journey with AGCO.
The role owner will also coordinate our efforts in managing our market research within the region and will contribute to the analysis of our VOC and in the generation of actionable insights to support our business strategies.
The role will report to the Director, Customer Research & Insights 


What You Will Do:

• Manage the existing NPS survey in the region from end to end (data collection, survey management, response processing, case creation, communication), including vendors relationship when relevant
• Develop a fit/gap analysis versus our NPS vision and develop proposals (modus operandi, questionnaire, metrics, timing, channels) to drive towards global consistency in our NPS strategic initiative
• Plan and implement the retained proposals, track the progress, address/escalate potential roadblocks and define mitigation plan to ensure an on-time delivery
• Support the design of our reporting, and collaborate with IT team for the development
• Review current feedback results and identify room for improvement to reach our objectives in terms of response rate, coverage, scope (geographical, product line)
• Review and analyze customer feedback; trigger and allocate cases from customer feedback towards the relevant AGCO functions, identify drivers for Customer Experience
• Actively participate in the customer research team meetings; share best practices and lessons-learnt from our projects to enhance our NPS approach and customer follow-up process
• Support the global scale-up of our customer feedback follow-up initiative within each region
• Act as an evangelist towards internal and external stakeholders, fostering change in our customer centric culture
• Support the development of communication and training material to internal and external stakeholders
• Provide training (train the trainers) and support 


What You Will Bring:

• 5+ years of related experience in Marketing, Consumer Insights or Customer Experience mapping
• Experience in planning and managing project 
• Ability to analyse and interpret both qualitative and quantitative data in relation to the industry and business objectives
• Logical approach to problem solving; able to draw insights and opportunities from market and customer analysis that can lead to credible recommendations
• Team player, ability to establish strong relationship across the organization and with distribution network stakeholders
• Structured and process oriented, planning skills
• Good communication skills and presentation skills
• Self-starter approach
• Fluency in English language; other languages are an advantage


Who You Are:


• good analytical skills
• excellent communication skills
• customer service mindset

  A Plus If You Have:


 •Previous experience with Qualtrics CX platform
 •Skills in statistical analysis, and related tools (e.g. SPSS)
 •Knowledge of Ag business


If you are looking for an opportunity to work in an inspiring dynamic multinational environment for a leading global player of agricultural solutions, we look forward to receiving your application in English language (incl. your CV, motivation letter and earliest possible start date) via our career website: http://careers.agcocorp.com. For more information about AGCO, please visit www.AGCOcorp.com.


We offer you appropriate perspectives and personal as well as professional development possibilities


More people. More food. More farm productivity.
It's a simple but compelling growth opportunity for AGCO and for your career.    
Join AGCO to grow your career. We are Leading the Way. Together.

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