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Description

Where the Chemistry Happens

At BASF, we are laser-focused on putting the customer at the center of everything we do, and as the Customer Insights & Engagement Manager for the U.S. Agricultural Solutions business, you will have a significant impact by leading the Voice of Customer (VOC) and Customer Insights strategy in supporting that goal.

Reporting to the Customer Experience Manager, US AgSolutions, you will design and implement an end-to-end 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.

As a Customer Insights & Engagement Manager, you create chemistry by…

• Lead the US AgSolutions (US Crop, Seed & Seed Treatment) Voice of Customer (VOC) program, including the Net Promoter System (NPS), focused on listening and turning feedback into action.

• As the SME - design, establish and lead a highly effective end-to-end VOC program to drive customer success across the end-to-end customer journey with Growers and Channel Partners, ensuring it is optimized across must-win touch points.

• Ensure successful rollout and follow up of NPS/VOC surveys, track response rates, collect and measure data, including additional CX metrics, across the journey. Help to close the “feedback to action” loop and enable us to deliver an exceptional customer experience.

• Consistently communicate with the business on the entire VOC program, including customer satisfaction with our programs, service and overall buying experience; and work to identify trends, areas of improvement and new opportunities.

• Work with the CX Strategy Manager to prioritize experience opportunities that drive customer value and business growth – leading cross-functional CX projects that drive business impact and improvements.

• Advocating a customer-first mindsight by building empathy for our customers throughout the organization - identify, share and leverage work like journey mapping, analytics and strategic insights to inform business plans and help shape future program development.

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Your formula for success…

• Bachelor’s Degree, ideally a focus in business or marketing

• Minimum of 5-7 years of experience in customer oriented commercial or cross functional roles (i.e. sales or marketing) delivering premium customer experiences

• Able to think strategically about VOC and its relationship with business success, with a strong knowledge of NPS, Customer Effort Score, Customer Satisfaction and other feedback collection methodologies

• Proven strategic and execution skills, with experience in project management/milestone tracking and leading cross-functional projects

• Experience directly engaging with customers and/or distribution channel partners

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

• Possess a strong ability to plan, prioritize, manage and communicate work on multiple projects that are running concurrently

• Exceptional presentation, communication, and interpersonal skills, with the ability to motivate and persuade teams and others

• Experience in Journey Mapping and Customer Experience implementation

• Relevant experience in Agriculture preferred, but not necessary

You @ BASF

At BASF you get more than just compensation, Medical & Dental. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That’s what we call you@BASF. Our Periodic Table of Benefits includes some additional perks below for starters…

• Flexible Work Arrangements whenever possible

• Retirement Benefits

• Maternity/Paternity Leave, Infertility & Adoption reimbursement

• Mentoring & Development Programs

• Employee Discounts

• Pet insurance

• Matching Donations to your favorite cause

• Access to our BASF Wine Cellar

What are you waiting for? Click Apply now to BELONG@BASF!!

BASF takes security & data privacy very seriously. We will never request financial information of any kind via email, private text message or direct message on any social medial platform or job board. Furthermore, we will never send a candidate a check for equipment or request any type of payment during the job application process. If you have experienced any of the above, please contact myhr@basf.com to report fraud.