Emea Regional Planner

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
Key responsibilities

In the role you will build relationships with Microsoft Store teams to identify gaps with the customer Presales experience, planning campaign & handling complex escalations in order to build a successful sales pipeline

To be the key engagement contact between the CPR (Customer Presales & Retention) team and the EMEA Digital Store Commercial Lead & the 4 Area Leads & their teams This close collaboration ensures that we meet our stakeholders asks in delivering campaigns & meeting their hardware (Surface, HoloLens) & software (predominately Modern Work) targets.

Identification and Prioritization
- Through a data driven approach, identifies broad dependencies and risks across the SMB Store program within the EMEA Region/Areas/markets. Also ensure you provides specific risk mitigation options for both the delivery teams & Store Commercial Leads.
- Develops and/or reviews new SMB Store Presales scenarios (e.g., features, customer entry points, capabilities) prior to or during in-life releases
- Identify complex customer experience scenarios that may drive SMB Store queries
- Documents the end-to-end customer experience to identify and communicate risks and opportunities
- Builds plans in response to new offerings/campaigns or improvement opportunities, work with the delivery teams to implement
- Report back campaign results through a ROB rhythm with recommendations of how to improve where necessary
- Gathers feedback, with SMB Store as the primary program, on existing feature/program/product scenarios, to identify blockers and create innovative approaches to remove them with relevant teams
- Participates in complex release governance projects to build SMB Store Presales plans for a new product, program, or offering

Monitoring
- Monitors key performance indicators (KPIs) across SMB Store product or service lines to identify opportunities to improve the customer experience within an assigned EMEA Regions/Areas/markets coverage.

Relationship Management
- Manages complex stakeholder relationships across assigned Regional Digital Store (RDS) & internal planning and delivery team
- Support rhythm of business (ROB), and active communication, to drive optimize the customer experience
- Build & Drive executive business reviews and serves as a primary contact in CPR support in the region
- Leverages status reports, business analytics and other communication methods, using storytelling to influence stakeholders to communicate issues and improvement & opportunities

Opportunities
- Analyzes the experience and the voice of the customer at a product, and/or market level to identify new opportunities to drive customer loyalty
- Raises opportunities to stakeholders for sponsorship and buy in
- Reviews experiences of other business units or competitors and identifies ways to incorporate into their strategies to drive continuous improvement and growth

Other
- Embody our culture and values

**Qualifications**:
Experience and Skills required:

- Ability to collaborate and build relationships with internal stakeholders at all levels (including senior business stakeholders)
- Highly experienced in complex change management at scale
- Analytical skills and drive for results through influencing
- Proven experience in problem solving
- Experience with program/project management
- Has exceptional verbal and written communication skills
- Self-motivated, independent thinker who can deal with ambiguity
- Leading