Customer Experience Manager

Customer Experience Director

The Customer Experience Director will serve as the lead or supporting consultant on enterprise customer experience transformation assessments and road map engagements. They will champion opportunities to consistently improve the Sunnies experience

Customer Experience Management

• Head the development of both online and offline customer experience to deliver exceptional end-to-end customer experience across stages, channels, and touchpoints in the customer journey
• Improve profitability of business and ensure customer satisfaction and retention
• Guide sales and marketing teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers
• Guide different team to align with the larger CX strategy while advocating for changes in ways of working and cross functionally collaborate to implement a change and to deliver integrated solutions
• Identify opportunities, pain points and challenges across their customer experience landscape, and creating actionable roadmaps by mapping the customer journey
• Work closely with customers to understand their objectives, challenges, growth opportunities, customer experience needs through workshops, audits, primary and secondary research
• Drive customer retention, reduce churn, and increase customer satisfaction
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies by gathering feedback, such as surveys, from customers to learn more about their experience with the company
• Continually review and evolve the collection of processes Sunnies uses to track, oversee, and organize every interaction between the customer and vivacity throughout the lifecycle
• Test new strategies for driving customer value and develop groundbreaking initiatives to create a unique customer experience environment for the companys customers
• Analyze and implement and manage new programs, tools, and resources to better deliver exceptional customer service
• Figure out ways to increase customer satisfaction and build brand loyalty

People Management

• Build and manage a team of customer experience specialists
• Coach district managers on strategic and tactical areas
• Guide team in effective client issue resolution and handle any escalations
• Motivate team members to meet company goals and push for success
• Conduct Customer Experience Managers performance appraisals
• Interview and hire customer experience managers
• Support with talent acquisition, coaching, mentoring, and establishing training programs

Research, Data and Analytics

• Collecting feedback from customer facing teams to derive meaningful insights from improvements
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/funnels
• Drive standardization and harmonizing of tools and processes across the region
• Generate insights from assessments and research data that translate to actionable strategies and tactics
• Conduct research to find out more about customer behavior and preferences

QUALIFICATIONS:

• 8-10 years consulting in marketing technology, digital transformation, or customer experience strategy
• 5-7 years of experience working in user experience design, analytics, and web technology practices
• Working knowledge of Customer Relationship Management, Digital Asset Management, ecommerce platforms, Google Analytics platform
• Track record or effectively recruiting, coaching, and mentoring top selling talent, keep team balance performing
• Expert level written and verbal communication skills, including ability to present to executive groups
• Self-starter and able to collaborate across a wide span of practice lines
• Working experience with digital marketing and front-end customer experience