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Marketing & Sales Global Talent customer experience flow

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Information about Marketing & Sales Global Talent customer experience flow
Marketing

Published on March 7, 2014

Author: NicolaWilson3

Source: slideshare.net

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Global Talent Marketing & Sales Customer Experience Flow Timeline Week 1 Week 2 Week 3 Week 4 Skeleton Customer Experience Flow Promotion of traineeship to AIESEC’s global network Candidate Interviews & Selection of trainee. AIESEC provides a case study or example of work from the EP to showcase the candidates skills. Who is Revamped involved? • LC Account manager • Company representative (line manager, HR) • Countries - NST, LC VPs • Potential applying EPs • LC Account manager • Company representative (line manager, HR) • Applying EPs • LC iGIP member who understands IT for Tech Customer Experience Flow Company: Reassured & inthe-know How do we EPs: Excited & Interested want people iGIP team: confident, to feel? communicative, responsive. What does our partner see & understand? • advancement: through email & phone updates • AIESEC is communicative & professional What do we Company: updates on need to sourcing (potentially CVs)communicate updated by an email or call. Ensure you have a clear at this stage? timeline with the company. Company: Involved in the process, reassured at the quality of candidates EPs: Reassured, understand what applying for iGIP team: understand skills required, communicative, responsive. • advancement: increased contact through emails and calls • Sees the candidates case study or example of work •Reviews relevant and high quality CVs (#based on company preference) • AIESEC is communicative & professional Company: send through CVs and case studies or example work. Send tactful reminders to review candidates & select ones for interview. When is the company available for interviews. Week 5 Week 6 Week 7 Week 8 Tier 5 Certificate of Sponsorship process and candidate applies for their Tier 5 visa EU trainee: Pre-arrival preparation Week 9 Week 10 Week 11 Tier 5 visa processing & pre-arrival preparation EU trainee: Arrives & starts work in the UK • LC Account manager • Company representative (line manager, HR) • Selected Trainee • UK MC VP iGIP • AIESEC UK Immigration Specialist • • • • • • LC Account manager Company representative (line manager, HR) Selected Trainee UK MC VP iGIP AIESEC UK Immigration Specialist Visa processing centre Company: fulfilled with the candidate, understand what’s next with visas & start dates, in the know. EPs: happy & excited, understand the process. Feel prepared to start their traineeship and ready to live in the UK iGIP team: happy & excited, a sense of achievement, communicative, responsive. • AIESEC is able to deliver to deadlines and quick to respond to needs or challenges but is also flexible when the need arises. • The partner understands the visa process and is provided with relevant documents • AIESEC is communicative & professional though check-ins & updates via call and email • AIESEC is sensitive to the trainees needs and provides support and communicates regularly. Company: Provide visa documents if necessary & set a clear timeline for the visa process together. Keep company updates on start dates and the relocation process of the trainee. Keep company updated with the visa process Provide the company with culture shock documents. Trainee: Keep trainee updated with company communication. Provide the trainee with cultural preparation materials and the trainee handbook. Week 12 Non EU Trainee: Arrives & starts work in the UK During the traineeship End of traineeship •1st month - weekly check-ins •Bi-monthly checkins •Quarter review & implement feedback •Yearly review & implement feedback •Ensure an account transition & meeting between old and new account manager Re-raise traineeship • LC Account manager • Company representative (line manager, HR) • Selected trainee • AIESEC UK Immigration Specialist • NST • MC VP iGIP • LC Account manager • Company representative (line manager, HR) Company: fulfilled with the trainee & trainee is performing at work EPs: happy & excited. The trainee will experience culture shock and will need support from the LC. iGIP team: happy & excited, a sense of achievement, communicative, responsive and feel responsible. •AIESEC is communicative & professional though check-ins & updates via call and email •AIESEC is sensitive to the trainees needs and provides support and communicates regularly •Company is provided with feedback surveys to complete at various stages. •AIESEC responds to feedback & changes it service to meet partner & trainees needs. •AIESEC can provide high quality candidates and I would like to take another trainee •I would recommend AIESEC to a colleague, client or friend. Company: Weekly check-ins for first month of the traineeship. Bi-monthly check-ins for the rest of the traineeship Arrange quarterly and yearly review meetings Inform partner if the account manager changes. Information for invoicing Trainee: Keep trainee updated with LC activities, social and cultural integration events.

Global Talent Marketing & Sales Customer Experience Flow Cont. Timeline Skeleton Customer Experience Flow Week 1 Week 2 Promotion of traineeship to AIESEC’s global network •AIESEC is contacting potential EPs •AIESEC is contacting focus countries to promote TN & encourage behind the EPs to apply scenes? •AIESEC is reviewing applications •AIESEC is sending out the case study and requesting example work Revamped for Tech Customer Experience What is Flow going on Extra Service to meet needs Week 3 Week 4 Candidate Interviews & Selection of trainee. AIESEC provides a case study or example of work from the EP to showcase the candidates skills. •AIESEC is reviewing case studies and example work •AIESEC is reviewing CVs & sending applications to the company •AIESEC is arranging interviews with the company & EPs •AIESEC in in regular contact with the company & EPS • Case study and/or example work to be provided by the trainee • English language testing Week 5 Week 6 Week 7 Week 8 Tier 5 Certificate of Sponsorship process and candidate applies for their Tier 5 visa EU trainee: Pre-arrival preparation 3. 4. 5. 6. 7. Week 10 Week 11 Tier 5 visa processing & pre-arrival preparation Week 12 Non EU Trainee: Arrives & starts work in the UK EU trainee: Arrives & starts work in the UK •MC sends through the relevant documents to issue a CoS to LC account manager. • LC account manager sends the relevant documents to the company & migrant •LC account manager following up with the company and migrant about these documents. •Coordination of the start date of the candidate •LC is providing cultural preparation to the EP and sending through the trainee handbook and cultural integration documents. •Certificate of Sponsorship (CoS) issued to the migrant •Candidate applies for their Tier 5 visa biometric appointment •Coordinating with the EP as to the Tier 5 visa process •Helping the trainee with their relocation • Invitation to partner dinners • Interaction with conferences & LC events • Cultural integration workshops & social activities for trainees • English language lessons Re-raising plan: 1. 2. Week 9 Provide an amazing customer experience to the partner which meets their needs; Provide an holistic experience for the trainee, including cultural preparation, relocation support, workshops, regular check-ins, socials and cultural shock support throughout their experience; Review & act on feedback from the company at each partnership review meeting Ask the right questions to find out the companies needs Ask whether they would be looking for a new candidate for the role Also ask for referrals within the company to raise traineeships in different departments Ask for referrals from the company of the companies, clients, friends etc. During the traineeship End of traineeship •1st month - weekly check-ins •Bi-monthly checkins •Quarter review & implement feedback •Yearly review & implement feedback •Ensure an account transition & meeting between old and new account manager Re-raise traineeship •Cultural integration of the trainee •Reception support •Regular check-ins with the trainee •AIESEC regular reviews the level of service provided to the company & EP and makes necessary changes. • Preparation of trainee for finishing internship • AIESEC reviews service

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