Groupama in Bulgaria is an insurance company, part of Groupama Assurances Mutuelles (former Groupama S.A.):
- Ranking on the French market: № 1st – Individual health insurer and Agricultural insurer.
№ 2nd – Home insurer; № 3rd – Individual protection; № 4th - Motor insurer.
- 12 million members and customers
- 31 000 employees
- International presence: in 10 countries in Europe, Asia, and Africa.
Locally Groupama is a fast-growing insurance company, champion of client service.
Servicing multi channels of distribution Groupama stands also as exclusive partner of DSK Bank.
In our constant research for progress, we are looking for our Head of Marketing, Communication and Customer experience, who must find the right way to achieve continuous improvement - to analyse what can be done better compared to the past, by leading strategic projects to ensure identification, evaluation and growth of CX lifetime value.
If you are an excellent professional who enjoys freedom in his work, always demonstrates proactive attitude excels at leading change and growth of business by identifying areas for improvement, refining processes and enhancing brand reputation through exceptional customer interactions, this position is for you.
Directly attached to Board member - 1, you will have the opportunity to work transversally with many departments and contribute actively to the strategy execution to be champion of client service.
Main Responsibilities and goals:
- Developing and implementing customer experience strategies and initiatives.
- Ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty.
- Prepare the company's strategic marketing plan.
- Assist in the development and establishment of the Groupama brand on the Bulgarian market.
- Monitoring customer metrics and reporting on CX performance.
- Participates in sales promotion strategies and programs, prepares proposals for the development of services and products, games and contests to end customers.
- Client segmentation based on CX value.
- Create loyalty program of clients as well as family and company groups of clients.
- Cleaning of personal data of client
- Monitor and report on customer and competitor activity and propose take actions.
- 360 views of client.
- Chat assistant robot to client.
- Focus on
Requirements and skills
- A customer-centric mindset.
- Strong leadership skills to inspire, motivate and guide team members toward a common goal of delivering exceptional customer experiences.
- Commitment to delivering performance.
- Strong expertise in developing company brand at regional level.
- Innovative and motivated person.
- Excellent communication skills to effectively interact with customers and team members.
- Fluency in English.
- Good computer literacy.
The company offers:
- Competitive salary and bonus scheme.
- Flexible Home-office policy.
- Additional health insurance.
- Co-operative and friendly team of young professionals.
- Team buildings.
- Additional social benefits - food vouchers, flexible working week 4.5 working days once a month, 1 additional day of paid annual leave - birthday bonus.
- Comfortable and nice working environment meeting international standards.
- Career and development opportunities in a challenging and prospective area.
If our offer is interesting for you and you feel that you meet the above requirements, please apply by sending your CV. Please indicate the position you are applying for.
Only short-listed candidates will be invited for interview.
All applications will be treated with strict confidentiality under the provisions of the Law for Protection of Personal Data.
