Minor Hotels Europe and Americas

Customer Satisfaction & Experience Marketing Specialist

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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About the role

  • Ensure overall governance of NPS and VoC programs, producing regular insights and analyses that support strategic decision-making.
  • Coordinate and activate action plans with operational teams, monitoring their execution.
  • Monitor the impact of improvement initiatives on NPS development.
  • Manage the various customer journeys/episodes, always working with a focus on monitoring and continuous improvement, identifying pain points and proposing improvement actions.
  • Ensure business-as-usual activities and new developments related to customer data, guaranteeing their quality, consistency and availability.
  • Monitor incidents related to customer data and journeys, ensuring proper routing and resolution.
  • Coordinate strategic initiatives related to Policy and Customer Growth: new business acquisition, cross-selling and customer retention, ensuring the proper operation and planning of the Growth Triathlon growth strategy.
  • Support the development and evolution of customer-facing technology tools, such as the mobile app.
  • Timely manage requests originating from the Group and ensure delivery of analyses, reports and inputs.

Requirements

  • Bachelor’s or Master’s degree in a relevant field (Management, Marketing, etc.).
  • Experience in Customer Experience, NPS/VoC or customer satisfaction analysis.
  • Experience in data analysis and developing insights.
  • Experience coordinating cross-functional initiatives (preferred).
  • Knowledge of the insurance sector (preferred).
  • Strong familiarity with CX metrics: NPS, VoC, customer journeys.
  • Good knowledge of Excel and analytics tools such as Power BI.
  • Ability to produce reports, dashboards and recommendations.
  • Knowledge of customer journey mapping and improvement.
  • Basic understanding of UX/UI and continuous improvement (preferred).
  • Basic knowledge of CRM or campaign management (preferred).
  • Experience using AI tools such as ChatGPT.
  • Ability to track commercial growth indicators and support acquisition, cross-sell and retention initiatives.
  • Fluent Portuguese.
  • English skills, minimum B2.
  • Basic Spanish (preferred).
Benefits
  • Hybrid work model and flexible working hours / IHT.
  • 25 days of vacation + 3 additional days off.
  • Share Purchase Program and discounts on partner services and companies.
  • Gym and dining facilities at the Company Headquarters.
  • Work Well activities, health and well‑being initiatives for employees.
  • Attractive career opportunities at national and international levels.
  • Integration with the official worldwide partner of the Olympic and Paralympic Movements, and ranked No.1 for Inclusion and Equal Opportunities.
  • Company certified as the Best Insurer to Work For in the Great Place To Work ranking (1st place in the Top 10 Best Companies to Work For), certified for Gender Equality and Equal Pay.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer satisfaction analysisNPSVoCcustomer journey mappingreport productiondashboard creationanalyticsUX/UI understandingCRM knowledge
Soft Skills
strategic decision-makingcoordinationmonitoringcontinuous improvementproblem-solvingcommunicationcross-functional collaborationinsight developmentcustomer focusinitiative management