Manager, Customer Experience

Description

As the Manager, Customer Experience, you will have the opportunity to :

Management of nurture activities and experiences in support of the candidate, candidate-to-member, and member journeys to help achieve business goals, customer success, engagement, and loyalty.

Digital purchasing experience mapping including basic UX and UI understanding to partner with IT including UX / UI designers.

Day to day interaction and management of agency partners and internal stakeholders for successful campaign and program delivery and execution.

Manage customer communications in a way that reduces friction and contributes to an improved experience.

Leverage the voice of customer metrics (NPS, CSAT, etc.) to identify and prioritize experiences that will improve customer engagement and retention as well as business outcomes.

Partner with product marketing, digital, and campaign teams to create content and launch experiences that improve customer engagement and retention as well as business outcomes.

Analyze touchpoints and moments that matter along the journey to report on incremental progress and areas for improvement.

The skills and experiences required for this role are :

Bachelor’s degree or an equivalent combination of education and experience.

Minimum 5-7 years of progressive responsibility in Customer Experience and / or Retention, Engagement Management, Loyalty, and Advocacy programs.

Proficiency in project management is essential for effectively coordinating tasks, timelines, and resources to ensure the successful execution of initiatives.

Experience in managing internal stakeholder relationships is crucial for facilitating collaboration, alignment, and communication across departments and teams.

Basic marketing skills are required for this role, encompassing fundamental knowledge in areas such as market research, messaging, customer engagement strategies, copyright, and brand consistency.

The ability to map customer journeys and design engaging experiences across various marketing channels is a key requirement while ensuring alignment with organizational objectives and enhancing overall customer satisfaction.

Familiarity with interpreting basic Customer Experience (CX) Key Performance Indicators (KPIs) is necessary for this role, enabling informed decision-making based on essential data points.

Prior experience in e-commerce marketing is highly preferred for this role, encompassing proficiency in strategies tailored to online retail platforms, customer conversion optimization, and digital advertising.

Highly quantitative, analytical, and technical self-starter with the ability to create and interpret business projections and financial forecasts.

Global cultural orientation and working experience, with the proven ability to manage distributed and matrix teams.

Ability to develop and action new ideas quickly through influence and collaboration. An entrepreneurial spirit is a plus.

Very high level of organizational and time management skills

Flexibility in competently juggling competing priorities and changing expectations

Excellent communication skills including written, verbal, listening, and presentation

This job description is a summary of job requirements and duties and is not intended to be an exhaustive list of all areas of responsibility.

If you feel this opportunity could be the next step in your career, we encourage you to click Apply and complete our three-minute application.

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