The Customer Experience (CX) Manager is responsible for fostering a customer-centric culture and ensuring an exceptional experience at every interaction. This role involves leading and developing the customer onboarding and project management team, as well as the customer success management team. Key responsibilities include managing customer feedback, improving customer journey processes, and collaborating across departments to create a customer-centric culture. The CX Manager will work closely with peers to align customer experience initiatives with the company's business goals, ensuring long-term customer satisfaction and loyalty.ESSENTIAL FUNCTIONS:
- Develop and implement a comprehensive customer experience strategy that aligns with the company's overall business objectives.
- Continuously review, refine, and enhance the customer onboarding experience to ensure a seamless and positive journey.
- Identify and optimize key customer touchpoints to enhance the overall customer journey.
- Map the customer journey and pinpoint opportunities for improvement at each stage.
- Implement improvements based on data-driven insights and customer feedback.
- Lead, mentor, and develop the team, providing them with the necessary tools, training, and support to excel in their roles.
- Foster a customer-centric culture within the team and across the organization.
- Develop and oversee processes for collecting and analyzing customer feedback from multiple channels.
- Utilize customer insights to inform strategic decisions and drive continuous improvement in customer experience.
- Collaborate closely with other departments, including marketing, sales, product development, and customer support, to ensure a cohesive and consistent customer experience.
- Serve as the voice of the customer in leadership discussions, advocating for customer needs and expectations.
- Develop and implement strategies to increase customer retention and foster long-term loyalty.
- Monitor customer satisfaction metrics (e.g., NPS, CSAT) and work to continuously improve them.
- Stay informed about industry trends and best practices in customer experience management.
- Identify and implement innovative solutions to enhance the customer experience and differentiate the company in the marketplace.
- Manage the customer experience budget, ensuring resources are allocated effectively to achieve strategic goals.
- Monitor and report on the ROI of customer experience initiatives.
- Ensure project success is in alignment with Marco's strategic goals.
- Set standards for project management capabilities, including certifications and qualifications for Project Managers, success measurement criteria, methodologies, and tools to be used.
- Oversee the delegation of client-facing projects to the PMO team.
- Collaborate with team members and cross-functional groups throughout the organization to manage projects, ensuring they meet the needs of our stakeholders.
- Develop and provide weekly project status reporting and status to internal and external stakeholders.
- Oversee that PMO staff deliver client-facing projects on time, within scope, and on forecasted budget.
- Work with PMO staff on mitigating any risks that impact the successful delivery of client-facing projects.
- Interface with leadership to define project priorities and implementation opportunities and challenges.
- Ensure centralized project management services are provided, including but not limited to planning, scheduling, estimating, costing, project billing, and risk assessment.
- Manage effective and appropriate assignment of team members and other resources to projects with responsibility for assisting Service Leadership in achieving technical utilization goals.
- Perform post-project completion reviews to ensure proper process and profitability and communicate as necessary to other stakeholders.
- Manage and meet established metrics and team benchmarks.
- Manage and assist with the selection of outsourced labor vendors.
- Ensure standard work documentation is utilized and maintained as needed.
- Accurately maintain and comply with documentation and administrative procedures in a timely basis.
QUALIFICATIONS:
- Bachelor's degree in Business Administration, Marketing, or a related field. An advanced degree is a plus.
- A minimum of 7 years of experience in customer experience management, with at least 5 years in a leadership role.
- Project Management Professional (PMP) or similar certification is preferred
REQUIRED SKILLS:
- Demonstrated success in developing and implementing effective customer experience strategies.
- Strong leadership abilities, with a proven track record of inspiring and developing high-performing teams.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels of the organization.
- Proficiency in using customer experience management tools and analytics to drive insights and improvements.
- In-depth understanding of customer journey mapping, feedback mechanisms, and loyalty strategies.
- Strategic thinking, ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs.
- Ability to build strong relationships within the team and across key stakeholders.
- Demonstrates a strong learning orientation.
- Demonstrates successful leadership.