Business Retention Advocate

Requisition ID:903590
Store #:E00899 E-Business - E-Commerce FIELD
Position:Full-Time
Total Rewards:Benefits/Incentive Information

If you've worn a pair of glasses, we've already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Business Retention Advocate is responsible for leveraging the use of data to improve customer retention, strategic growth, as well as engage with key customers in support of business initiatives. Primary accountabilities are to resolve customer issues as well as create, maintain, and analyze data. This individual will work with business leaders to review and identify areas of concern with operational data in order to measure and identify improvement opportunities. This position will be responsible for working with cross-functional teams across the organization, as well as direct interaction with high-value and/or strategic customers.

MAJOR DUTIES AND RESPONSIBILITIES

• Execute daily responsibilities of assigned processes within the SLA and to specifications. These could include processes such as complaint management, quality assurance, and customer satisfaction surveys.
• Work closely with other areas of the organization to develop project-related reports, analyze data and report findings.
• Perform analyses to help identify ways to retain key customers.
• Interact directly with customers, operations and sales to resolve customer issues that may affect retention and/or growth of customer business.
• Provide complete documentation of customer concerns, both independent eyecare professionals and consumers,utilizing the standard processes and facilitate satisfactory resolution.
• Conduct surveys, analyses and other responsibilities against assigned deadlines.
• Present analyses and provide solid business recommendations

BASIC QUALIFICATIONS

• 2+ years' experience in customer service or customer service analytics.
• Ability to identify root cause analysis through project assignments or project management.
• Demonstrated critical thinking and problem-solving skills required.
• Excellent written, verbal and presentation skills.
• Ability to speak to leadership.
• Ability to handle multiple projects against assigned deadlines.
• Outstanding PC skills, including spreadsheet, word processing, presentation, internet and internal software.
• Ability to work independently demonstrating excellent business judgment
• Professional and polished demeanor, with ability to work directly with all levels of management.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Business Administration or other relevant field.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or emailHRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.