Customer Contact & Experience Manager

Chicago, Illinois
Not Specified
Sep 18, 2019
Nov 17, 2019
Customer Service
Job Type
Not Specified
Career Level
Not Specified

Customer Experience Mgr. Job Description

The Customer Experience Manager is responsible for delivering customer- and client-centric strategies and driving tactics to deliver the strategy. The role will drive cultural change, act as a key influencer, and work across functions and sites to deliver great customer and client experiences.

Key responsibilities:

Operational Analytics, Customer Journey, VOC, Problem Solving/Best Practices (60%)

  • Champion the customer through all our customer journeys by identifying their needs and expectations for one or multiple product lines.
  • Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved customer experience.
  • Evaluate, recommend and lead implementation of best-in-class Voice of the Customer (VOC) programs.
  • Direct all Operational aspects of data collection, analysis, and improvement recommendations; constantly review and measure the customer experience.
  • Analyze customer data across various customer listening posts (surveys, calls, complaints, etc.) and determine key themes.
  • Drive the process to identify and correct gaps in the customer experience.
  • Prioritize key projects within area of responsibility.
  • Establish reporting cadence to help business understand progress on customer experience metrics and initiatives.
  • Work with external vendors and business units to ensure new tools and capabilities are shared and leveraged.

Implementation (20%)

  • Work in close collaboration with key stakeholders (CX, IT, Product and Operations, Solutions Engineers, etc.) to establish strong cross-functional relationships in order to implement improvement initiatives.
  • Lead cross-functional teams to deliver customer experience initiatives; be accountable for the successful end-to-end project management and delivery of key customer experience projects.
  • Serve as the primary point of contact for the Operational cross-functional team; effectively manage initiatives from business requirements through implementation.
  • Establish and measure the success of each initiative via appropriate metrics or dashboard.

Drive customer-centric culture (20%)

  • Be an advocate for the customer/client throughout the organization.
  • Help spearhead employee engagement efforts to drive a great customer experience.
  • Establish a framework to ensure every employee understands how they impact the customer experience.
  • Establish customer experience idea tank, collate ideas and determine which are feasible and should be implemented.
  • Understand how employee tools improve or negatively impact the customer experience.
  • Establish operations and governance for customer experience.

10 - 20% Travel

Basic Qualifications Required - Experience, Skills, and Knowledge

  • Bachelor’s degree
  • 5 years of experience in executing customer/client experience strategies, leading product management, strategy/management consulting and/or product commercialization efforts.

Preferred Experience, Skills, and Knowledge

  • Proven track record of establishing the customer experience strategy.
  • Established and operated Voice of the Customer programs (collecting feedback, analyzing, reporting, customer follow-up, insights on what actions are needed).
  • Part of a dedicated customer experience organization that drove improvements.
  • Very knowledgeable of how to drive cultural change leveraging change management disciplines.
  • Has effectively shown linkage between employee and customer satisfaction.
  • Strong at implementing sustained employee behavior changes.

Other requirements:

  • Strong empathy and passion for customers.
  • Implemented improvements in business that led to improved customer experience.
  • Strong analytical, problem-solving and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do basic analytics in Excel.
  • Ability to set priorities, plan, execute, meet deadlines and consistently produce high quality work.
  • Strong process management experience in complex and ambiguous environments with ability to analyze and improve processes.
  • Results- and execution-oriented with ability to manage multiple large projects.
  • Ability to make decisions in a fast-paced organization.
  • Demonstrated passion and experience leading change and inspiring teams to deliver an integrated and high-quality customer experience.
  • Exceptional cross-functional leadership skills with partnership experience across functional teams; strong team player.
  • Self-starter with attention to detail.
  • Strong track record of driving business outcomes.
  • Excellent oral, written and presentation skills, with an aptitude for communication across all levels of the organization, as well as with customers, clients, and other product lines.


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