• Full Time
  • Overal
  • 4 weken geleden geplaatst

Program Manager Reviews and Ratings. Healthcare, Amsterdam.

As Program manager reviews and ratings, you will listen and learn from our customers by deriving insights from social data sources such as online Ratings & Reviews, customer service call logs and social media. Within our client’s organization there is consensus on the need for one global solution that will enable identification of emerging issues, trends and opportunities within Voice of Customer data across multiple data sources in a structured and consistent way.

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We are looking for a Program Manager Reviews and Ratings. In this role, you will further mobilize, drive and embed the Natural Language Processing Solution within our client’s Business Groups and Markets to help drive consumer-centric change.

Our client is a world leader in healthcare and lifestyle that integrates technologies and design into people-centric solutions, based on fundamental customer insights.

Job responsibility

Our client listens and learns from their customers by deriving insights from social data sources such as online Ratings & Reviews, customer service call logs and social media. Within our client’s organization, there is consensus on the need for one global solution that will enable identification of emerging issues, trends and opportunities within Voice of Customer data across multiple data sources in a structured and consistent way.

A global solution for garnering insights from VoC data has been selected, a project plan and implementation approach has been created and they are currently looking for a Program Manager to spearhead, further mobilize, drive and embed this Natural Language Processing Solution within the organization and establish a harmonized way of working to help drive consumer centric change.

You will be responsible for:

  • Leading and further mobilizing the project and project plan execution
  • Enablement of kick-off, configuration and roll-out sub-phases between our client and an external vendor
  • Creating an End to End operating model with businesses and markets and establish a harmonized way of working in the area of collection, processing and reporting of qualitative customer feedback data
  • Ensuring the solution meets the requirements of end users across multiple business functions
  • Recommending course corrections to the project plan as required, driving decisions to closure with project team, Steerco and all stakeholders, and building the results into updated plans
  • Using appropriate project management tools, communication plans and risk management techniques to create rigor in project planning and execution.
  • Establish a measurement and reporting framework to review project progress with key stakeholders
  • Developing key performance indicators (KPI’s) and a framework to measure solution adoption.
  • Evangelizing – help communicate results and learnings within own and other departments
  • Informing and actively involving stakeholders in a timely manner
  • Reporting progress to the Steering Team
  • Escalating issues, scoping changes and requesting for support beyond the authority of the Project Manager to the Steering Team
  • Help define a future state of the solution
  • Other duties as required.

Requirements

To succeed in this role, you should have the following skills and experience:

  • Master degree – able to approach topics both from an operational, tactical and strategic perspective
  • 5+ years’ work experience within Digital Marketing, preferably within Review & Ratings domain.
  • Affinity with Natural Language Processing
  • Solid project management skills
  • Broad business knowledge and experience working across multiple business functions and industries
  • Strong interpersonal and stakeholder management skills and able to easily connect with people and ideas
  • Preferably track record experience managing and embedding organizational change and strong consulting skills
  • Embraces change and has strong cross cultural communication management skills
  • Proactive attitude and analytical skills
  • Effective delivery of targeted messaging through different internal and external channels
  • Fluent in English
  • Preferably working experience within another multinational
  • Hands-on mentality

We are looking for a Program Manager Reviews and Ratings. In this role, you will further mobilize, drive and embed the Natural Language Processing Solution within our client’s Business Groups and Markets to help drive consumer-centric change.

Our client is a world leader in healthcare and lifestyle that integrates technologies and design into people-centric solutions, based on fundamental customer insights.

Job responsibility

Our client listens and learns from their customers by deriving insights from social data sources such as online Ratings & Reviews, customer service call logs and social media. Within our client’s organization, there is consensus on the need for one global solution that will enable identification of emerging issues, trends and opportunities within Voice of Customer data across multiple data sources in a structured and consistent way.

A global solution for garnering insights from VoC data has been selected, a project plan and implementation approach has been created and they are currently looking for a Program Manager to spearhead, further mobilize, drive and embed this Natural Language Processing Solution within the organization and establish a harmonized way of working to help drive consumer centric change.

You will be responsible for:

  • Leading and further mobilizing the project and project plan execution
  • Enablement of kick-off, configuration and roll-out sub-phases between our client and an external vendor
  • Creating an End to End operating model with businesses and markets and establish a harmonized way of working in the area of collection, processing and reporting of qualitative customer feedback data
  • Ensuring the solution meets the requirements of end users across multiple business functions
  • Recommending course corrections to the project plan as required, driving decisions to closure with project team, Steerco and all stakeholders, and building the results into updated plans
  • Using appropriate project management tools, communication plans and risk management techniques to create rigor in project planning and execution.
  • Establish a measurement and reporting framework to review project progress with key stakeholders
  • Developing key performance indicators (KPI’s) and a framework to measure solution adoption.
  • Evangelizing – help communicate results and learnings within own and other departments
  • Informing and actively involving stakeholders in a timely manner
  • Reporting progress to the Steering Team
  • Escalating issues, scoping changes and requesting for support beyond the authority of the Project Manager to the Steering Team
  • Help define a future state of the solution
  • Other duties as required.

Requirements

To succeed in this role, you should have the following skills and experience:

  • Master degree – able to approach topics both from an operational, tactical and strategic perspective
  • 5+ years’ work experience within Digital Marketing, preferably within Review & Ratings domain.
  • Affinity with Natural Language Processing
  • Solid project management skills
  • Broad business knowledge and experience working across multiple business functions and industries
  • Strong interpersonal and stakeholder management skills and able to easily connect with people and ideas
  • Preferably track record experience managing and embedding organizational change and strong consulting skills
  • Embraces change and has strong cross cultural communication management skills
  • Proactive attitude and analytical skills
  • Effective delivery of targeted messaging through different internal and external channels
  • Fluent in English
  • Preferably working experience within another multinational
  • Hands-on mentality

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Stella Mulder06-14810346
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