Customer Care Junior Analyst

The Iren Group is looking for a resource to be integrated into the Store area of the sales company Iren Mercato – Reggio Emilia office, with the role of Customer Back Office and Front Office Assistant.

Activities

The person we are looking for will be responsible for monitoring the commercial performance of the store network, analyzing sales results, and contributing to the definition of commercial strategies.

The activities will specifically materialize as follows.

Sales Monitoring and Analysis:

- analysis of sales performance of the store network (by point of sale, area, period);

- monitoring commercial KPIs;

- analysis of the commercial quality of the service (errors, rejections, complaints, returns);

- identification of trends, critical issues, and commercial opportunities.

Commercial Strategy:

- support in defining sales strategies for energy, gas, and specific commercial products;

- analysis of the effectiveness of commercial and promotional campaigns;

- proposal of corrective actions on pricing, offers, customer targets, and sales processes;

- support in planning commercial objectives for the network.

Store Network Support:

- interface with Channel Managers and Store Managers for results sharing;

- preparation and maintenance of operational and commercial guidelines;

- support in standardizing sales and post-sales processes;

- analysis of best practices and their dissemination within the network.

Reporting and Control

- production of periodic reports (weekly, monthly) for colleagues and management;

- creation and updating of monitoring dashboards;

- support in controlling commercial costs and profitability.

Requirements

• High school diploma or Bachelor's degree;
• strong analytical orientation for KPI analysis and interest in customer/sales support activities;
• experience – even minimal in the case of a degree, at least two years in the case of a diploma – in customer care or sales support activities, preferably in the Energy and/or Utilities sector;
• excellent knowledge of Excel (pivots, advanced formulas);
• knowledge of CRM systems (Salesforce preferred) and reporting systems;
• driving license B (availability for occasional business trips).

Knowledge of the retail energy and gas market is a preferred requirement.

For the position, the following are offered:

• Employment with an Apprenticeship contract
• Gross Annual Salary starting from 30k depending on experience and skills possessed;
• performance bonus, based on company objectives;
• meal vouchers or company canteen;
• company welfare.

The determination of remuneration is based on objective criteria, consistent with the role and contract level, without any distinction related to personal characteristics and gender.