Eats Coordinator - Grocery & Retail - English speaker

About the Role

Key Role - Grocery & Retail

- Support Grocery & Retail Vertical leads Projects across EMEA Delivery (COE & BPO)

- EMEA C360 Coordination/Ad hoc Audits as related to GR - Ensuring Market Specific C360's are triaged as potential EMEA roll outs

Responsibilities:

Work directly with project owners: Work with the project team to ascertain the research required across assigned vertical markets, utilising a variety of sources, including market reports and dashboards, any available competitor analysis, and customer feedback through CSAT or other methods.

Shadowing and Observation: Conduct shadowing and observation of interactions at BPO or COE level to ensure understanding and gain firsthand insights of behaviors, needs, and pain points.

Deep Dives into Critical Experiences:

- Poor Customer/User Experiences

- Process Failures and Inefficiencies

After product launches to identify potential experience challenges

Strategic Knowledge Sharing for Productivity and Clarity:

- Improving Productivity: Finding and sharing best practices, analytical insights, and operational efficiencies across relevant teams. This includes creating resources, running workshops, or establishing communication channels that actively help drive productivity.

- Clearing Up Process Confusion: Identifying where gaps in logic are causing inefficiencies in actioning tickets and assisting customers, and sharing resources or training material that can help teams close these gaps

Targeted Refresher Training Initiatives:

- Collaboration with BPO and/or AM Groups: Deliver refresher training sessions for both our BPO TL and AM groups. These sessions would tackle identified knowledge gaps, reinforce critical procedures, and introduce updates to make sure everyone's got the latest info and skills.

Proactive Process Insight Generation: Proactively analyse operational data to spot emerging trends, potential risks, and opportunities for process optimisation.

Effective Stakeholder Management and Communication:

- Sharing Info and Updates with the EMEA Ops/CommOps Group: Keeping key stakeholders within the EMEA Ops and CommOps group in the loop. This includes regular updates on projects, sharing critical insights, and helping with collaborative decision-making.

Basic Qualifications

- Some work experience with systems, data processing, or analysis using spreadsheets

- Some experience in customer related field

- Strong communication and problem-solving skill

Preferred Qualifications

- Ability to use dashboards and tools to surface actionable insights to deliver impactful changes. Some work experience with systems, data processing, or analysis using Google Sheets.

- Experience with SQL and data analysis skills are highly desirable but not mandatory.

- Proactive mindset to identify opportunities for process optimisation and contribute ideas for innovation or technology adoption.

- Time and task management to ensure timely delivery and prioritisation of commitments