Customer Engagement Specialist

McCownGordonKansas City, MO, US

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People Love To Work Here, Plain And Simple

It's easy to love your job when you're surrounded by driven, passionate leaders. We show up every day and give it our all; not because we have to, but because we want to.

Position Summary

Assists with managing the customer engagement (CE) initiatives across the organization to ensure a client-focused culture that differentiates McCownGordon in the construction market. Facilitates a comprehensive voice of the customer program by partnering with functional areas throughout the organization to execute a seamless customer journey from awareness to advocacy. Responsible for helping to create a cultural transformation and assisting teams with ensuring McCownGordon remains customer centric.

Primary Responsibilities

Market Research & CE Community Engagement

Works to continually understand, define and segment the customer base in current and future target markets.
Researches best practices and benchmarks McCownGordon performance to industry peers to ensure the company stays on the leading edge of customer experience in the construction market.
Stays abreast of CE industry trends and recommends enhancements to the customer experience program to help drive a culture of creating positive customer experiences.
Represents the company within local and national customer experience organizations and events.
Networks with other customer experience organizations and leaders to enhance knowledge.

Innovation, Implementation and Integration

Works across the organization to help ensure all customer journey touchpoints fulfill the McCownGordon customer experience promise and the project owner's defined priorities.

Collaborates across the organization to drive customer experiences that differentiate McCownGordon, generate referrals, attract new business, and help ensure retention and repeat business from existing clients.

Encourages and assists associates with ownership of client engagement throughout the entire organization. This could include participating in team CE meetings and providing resources for the team to ensure success.

Serves as internal subject matter expert to help build a customer-focused culture and position McCownGordon as providing an unmatched customer experience through training, site visits and client meetings.

Measurement And Continuous Improvement

Develops, tracks and presents customer engagement metrics that aid in benchmarking.

Identifies key drivers that influence performance metrics and provides actionable insights and recommendations.

Manages Qualtrics survey platform, including leading and managing the implementation of customer surveys, rolling out and educating associates on the system, maintaining database of questions and ensuring teams maintain accurate schedules and CRM data for an effective surveying process.

Facilitates the Customer Priorities process with project teams and conducts client and partner interviews to drive stakeholder participation and collect qualitative feedback.

Analyzes data from all quantitative and qualitative client and partner feedback to identify opportunities for continued improvement.

Uses program data to help drive enhancements to the customer experience to deliver on the McCownGordon Customer Experience Promise and meet changing customer demands.

Minimum Qualifications (minimum requirements before going into job)

Bachelor's Degree in Business or relevant field or equivalent work experience.

3-5 years' experience working with business-to-business companies, preferably in the customer experience space.

Proficiency in computer applications, preferably Microsoft Office, Qualtrics and CRM systems.

Prefer professionals with customer experience, marketing and / or AEC industry experience.

Proven track record of proactive approach to problem resolution and issues management.

Working Conditions

The position requires work in an office environment. May include occasional travel to other company offices and project sites.

Note : This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned. The job description is subject to change at any time.

Equal Opportunity Employer / Minorities / Females / Disabled / Veterans.

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Engagement Specialist • Kansas City, MO, US