YARA GmbH & Co. KG

Responsibilities Define the customer segments together with the digital marketing specialists and bring the Farmer Experience strategy into the marketing initiatives. Be responsible for mapping the Farmer Journey to understand the specific needs of farmers and identify opportunities to proactively intervene to connect and engage us with farmers on an ongoing basis. Design and model use cases of how farmers perform tasks on various interfaces to support the design and continuous improvement of the Farmer Experience. Support the administration of CRM-Data-management (Customer-Relationship-Management) and utilize the CRM and Yara Premium Programme (loyalty programme) to improve the customer loyalty and relationship management. Track farmer experiences across online and offline channels, tools and touchpoints. Organise projects and initiatives to educate the team on the associated benefits / consequences of their decisions for the Farmer Experience. Establish communication channels and media to engage farmers with Yara. Collect, analyse and interpret farmer interaction data to identify needs and information useful for optimising the Farmer Experience and strengthening customer loyalty. Continuously review the marketing activities of our marketing and agronomy team to track, monitor and organise every interaction between farmers and Yara throughout the Farmer Journey. Coordinate and moderate projects from a Farmer Experience perspective. Support and train colleagues who are in interaction with farmers so that they can create an excellent experience for farmers. Organise the management of customer enquiries received by phone, email, social media, etc.; ensure that there is a standard procedure for handling these enquiries in a timely and effective manner and establish means of measuring customer service management performance. Conduct surveys and research and analyse farmer feedback to identify and develop more personalised marketing methods and programmes that are effective in improving the farmer experience.