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Business:  Kalmar
Job Function:  Business Development
Location: 

Gothenburg, SE

Customer Insight Manager

Kalmar keeps global trade moving. Our innovative solutions contribute to every fourth container movement in the world and help transform the future of cargo handling. We believe in collaboration, delivering on our promises and that people make the difference.

Purpose of the position

 

Customer insights help Kalmar to gain a deeper understanding of how their customers think, feel, act and most importantly, why they feel this way. The aim is to improve the effectiveness of how Kalmar interacts and serves its customers, which is likely to change customer behaviour, brand perception and therefore increase sales. This role supports Kalmar to create good customer experiences and act as a key ambassador for quantitative and qualitative insight-driven strategy throughout the business. The responsibility of this role is to ensure the availability and reliability of adequate customer experience information to support the business in decision-making and in the implementation of strategy, targets and processes in the business area.

 

KEY ACCOUNTABILITIES 

 

  •  Drive customer experience understanding, mindset and behavioral change in the organization
  • Utilize customer relationship management (CRM) and survey tools in coordinating and monitoring customer experience operations 
  • Responsible of designing and implementing the global process of Kalmar NPS survey to gather, analyse and distribute NPS customer insights in the organisation
  • Establish and maintain tools, methods  and channels to gather and distribute customer insights and feedback
  • Contribute to customer insight strategy across Kalmar 
  • Function as a customer advocate to represent the customers voice in dialogue to shape business decisions and brand perception
  •  Map customers journeys in Kalmar and identify necessary changes for markets and divisions improving the overall customer experience based on that insight
  • Analyze and condense customer insights, addressing them to the right stakeholders in the organization to support sales and services to resolve customer issues and improve customer experience in a sustainable way
  •  Handle external vendor relationships to implement customer insight research 
  • Manage cost control in area of responsibility 
  •  Annual planning – budget process for area of responsibilities
  • Ensure execution of company’s outlined business strategy 
  •  Ensure business compliance to company policies    

What you’ll need to succeed:

 

Education

  • University degree in economics or marketing (or equivalent)

 

Experience 

  • Minimum of 5 years of experience in strategic marketing/sales - B2B 
  • Deep knowledge in understanding customers’ needs and perceptions 
  • Understanding and knowledge of value/solution selling methodology  
  • Equipment basic understanding
  • Service basic understanding 

 

Competencies

  • Customer focus
  • Collaborative mindset and relating and networking capabilities using informal leadership to create indirect team performance 
  • Planning and organizing
  • Fluent in English
  • Communication skills
  • Open and positive attitude 
  • Capabilities for cross functional work
  • Good communication and social skills, ability to focus in a global environment
  • Can do attitude.

Interested to join?

If you are excited about this opportunity, please submit your application.

 

Position can be based in Finland, Sweden, Germany or Netherlands.

 

Kalmar is part of Cargotec

Kalmar offers the widest range of cargo handling solutions and services to ports, terminals, distribution centres and to the heavy industry. Kalmar is the industry forerunner in terminal automation and in energy efficient container handling, with one in four container movements around the globe being handled by a Kalmar solution. Through its extensive product portfolio, global service network and ability to enable a seamless integration of different terminal processes, Kalmar improves the efficiency of every move. www.kalmarglobal.com

 

Kalmar is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,500 people. www.cargotec.com