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Head of Voice of The Customer

País : España España

Comunidad Autónoma : Cataluña

Provincia : Barcelona

Población : BARCELONA REMOTE

Categoría : Comercio

Tipo de contrato : Temporal

Jornada laboral : Completa

Experiencia : 2 - 5 años

Descripción de la compañía

ALOHAS is a Barcelona-based fashion-forward brand that uses sustainable production and encourages responsible shopping through an on-demand business model. We adapt to the latest trends by launching monthly drops embracing elevated styles and customers receive their purchased items approximately six to eight weeks later.

Video presentation:
https://www.elle.com/es/moda/tendencias/a33322070/zapatos-sandalias-alohas-firma-espanola-video-elle-inside/S

HOW IS WORK WITH US:

ALOHAS offers more than fashion: a responsible shopping experience and the chance to participate in the fight against overproduction in the industry. Working at ALOHAS is enjoyable while still demanding. It is a place where we take pride in learning from one another and strive to embody sustainability as a way of life beyond the workplace. All in all, we love what we do, and it shows!

BENEFITS:

- Spanish start-up: be part of innovation and grow with us!
- Our team: Young, creative and proactive team, with good communication and a high level of energy!
- Discounts: Our team has special discounts and we do not forget their friends either!
- Office: In the heart of Barcelona, in the Gracia neighborhood where we take care of coffee and fruit
- Work remotely: Live and work wherever you like!
- Home office setup: Get a laptop + electronic devices like keyboard, mouse, and screen
- We take care of the happiness and the professional growth of our workers.

Descripción del puesto

ABOUT THE JOB 

We are looking for a Voice of the Customer that will have experience with building products from end to end, experience working in retail, e-commerce, fashion areas with data, and an ability to build and maintain key relationships with stakeholders. In this role you will show creativity, experimentation and innovation, while driving initiatives with urgency in this fast-paced environment.  While each product owns collecting their own customer feedback, this role focuses on a cross-products approach in which multiple capabilities are needed to solve customers’ problems.

WHAT WILL YOU DO
 
  •  You will pioneer an innovative approach to collecting, analyzing, and distributing the voice of the customer across ALOHAS products and services.
  • You will develop mechanisms and product features to gather both quantitative and qualitative data from our customers that will be used to prioritize and guide product roadmaps and program decisions.
  • You will be the strongest advocate and ultimate champion for our customers.
  • You will have the opportunity to work cross functionally to understand and dive deep into voice of the customer data and make decisions based on what our customers are asking for in a meaningful and lasting experience
  • Partner with key stakeholders to develop a global strategy for voice of the customer and develop mechanisms of inclusion of customer feedback into each area’s strategic thinking
  • Work closely with product, design, engineering, usability and program management teams across the company to help launch features and products
  • Develop user stories and requirements that can be used to shape product strategy & map the specifications to meet channel needs
  • Developing a deep understanding of our customers' end-to-end experiences by gathering and analyzing structured and unstructured data
  • Develop mechanisms by which the voice of customer permeates through all of our organizations, including leadership
  • Strategize and plan for sensitive customer issues to ensure we have the right internal teams that can address them in a swift manner and with the right course of action

Perfil

QUALIFICATION REQUIREMENTS
 
  • 2+ years of experience in product or program management, product marketing, business development or technology
  •  1+ years of experience with end to end product delivery
  • Experience working cross-functionally (product, design, engineering, usability, content development)
  • Experience managing, analyzing and communicating results to senior management
  • Experience owning roadmap strategy and definition
  • Experience owning feature delivery and tradeoffs of a product

KNOWLEDGE, SKILLS, ABILITIES
  • Analytical and quantitative skills, including the ability to use data and metrics to back up assumptions, develop business cases and drive improvements
  • Strong attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously
  • Superior verbal and written communications skills, and ability to navigate a complex and unstructured cross-functional environment
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