Customer Experience Manager

Customer Experience DirectorThe 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 experienceCustomer Experience ManagementHead 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 journeyImprove profitability of business and ensure customer satisfaction and retentionGuide sales and marketing teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customersGuide 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 solutionsIdentify opportunities, pain points and challenges across their customer experience landscape, and creating actionable roadmaps by mapping the customer journeyWork closely with customers to understand their objectives, challenges, growth opportunities, customer experience needs through workshops, audits, primary and secondary researchDrive customer retention, reduce churn, and increase customer satisfactionDevelop 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 companyContinually review and evolve the collection of processes Sunnies uses to track, oversee, and organize every interaction between the customer and vivacity throughout the lifecycleTest new strategies for driving customer value and develop groundbreaking initiatives to create a unique customer experience environment for the companys customersAnalyze and implement and manage new programs, tools, and resources to better deliver exceptional customer serviceFigure out ways to increase customer satisfaction and build brand loyaltyPeople ManagementBuild and manage a team of customer experience specialistsCoach district managers on strategic and tactical areasGuide team in effective client issue resolution and handle any escalationsMotivate team members to meet company goals and push for successConduct Customer Experience Managers performance appraisalsInterview and hire customer experience managersSupport with talent acquisition, coaching, mentoring, and establishing training programsResearch, Data and AnalyticsCollecting feedback from customer facing teams to derive meaningful insights from improvementsMeasure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experienceLeverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/funnelsDrive standardization and harmonizing of tools and processes across the regionGenerate insights from assessments and research data that translate to actionable strategies and tacticsConduct research to find out more about customer behavior and preferencesQUALIFICATIONS:8-10 years consulting in marketing technology, digital transformation, or customer experience strategy5-7 years of experience working in user experience design, analytics, and web technology practicesWorking knowledge of Customer Relationship Management, Digital Asset Management, ecommerce platforms, Google Analytics platformTrack record or effectively recruiting, coaching, and mentoring top selling talent, keep team balance performingExpert level written and verbal communication skills, including ability to present to executive groupsSelf-starter and able to collaborate across a wide span of practice linesWorking experience with digital marketing and front-end customer experienceOriginally posted on Himalayas