Customer Experience Manager

The Customer Experience Manager is responsible for overseeing and enhancing the end-to-end customer journey. Manages the strategic design, implementation, and optimization of Customer Experience programs and initiatives that ensure a best-in-class Customer Experience. Monitors activities to research best practices, establish metrics, and collect and analyze customer data and feedback.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Develop and Implement Customer Experience Strategies:

• Collaborate with cross-functional teams to develop and execute Customer Experience strategies aligned with the overall marketing objectives.
• Utilize marketing insights to enhance customer journeys and optimize touchpoints.

Customer Communication Strategy:

• Develop and execute communication strategies that enhance the Customer Experience, including email campaigns, newsletters, and personalized communications.
• Ensure all customer communications align with the brand and marketing messaging.

Messaging and Content Support:

• Collaborate with the Brand Experience team to align on messaging and marketing materials and collateral to ensure they effectively communicate the product's value and benefits.

Product Launch:

• Plan and execute product launches, coordinating with cross-functional teams including product development, sales, and customer support.
• Sales Enablement:
• Provide sales teams with the tools and training they need to effectively sell the product, including product training, competitive analysis, and sales collateral.

Customer Insights:

• Gather and analyze customer feedback and data to make continuous improvements to the product and marketing strategies.

Market Analysis:

• Monitor and report on market and competitor activity, providing insights and recommendations to senior management.

Metrics and Reporting:

• Define and track key performance indicators (KPIs) to measure the success of marketing initiatives and the product's performance.

Feedback Analysis and Improvement:

• Implement systems for gathering customer feedback and conduct thorough analysis to identify areas for improvement.
• Collaborate with product development and marketing teams to address customer concerns and enhance the overall Customer Experience.
• Report immediately all suspicious and hazardous conditions to a supervisor.
• Understand and observe all safety guidelines and assure quality and safety by complying with all appropriate CB policies and procedures.
• Assist in maintaining clean, orderly, and hazard-free work areas.
• Able to work with minimal supervision, be a self-starter and be detail oriented.
• Other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to demonstrate the following competencies:

• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• High degree of emotional intelligence
• Demonstrated ability to work collaboratively in a cross-functional team environment.
• Familiarity with CRM systems and customer feedback tools.
• Creative problem-solving skills and a customer-centric mindset.
• Ability to write and read English.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree in marketing, Business, or a related field. Master's degree is a plus.
• Proven experience in Customer Experience management with a focus on marketing-driven initiatives.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The work is primarily sedentary, although there may be some walking, standing, bending, and carrying of items, such as paper or books, weighing less than 10 pounds.

SPECIAL REQUIREMENTS:

• Ability to travel up to 30% of the time. The number of days travel in any given month will vary. Will require working on occasional nights and weekends.

CLICK BOND WAY – KEY ATTRIBUTES:

• Communicates respectfully to all team members, vendors, and visitors.
• Models a positive attitude.
• Actively listens to others and supports the team environment.
• Asks questions and learns from mistakes.
• Executes tasks with minimal errors in a timely and efficient manner.
• Attendance is consistent and meets or exceeds company standards.

Click Bond is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information or any other protected classification.

Click Bond complies with federal and state disability laws. Click Bond will provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Nancy Rodriguez, Director, People Operations at 775.885.8000 ext. 1245

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Hybrid work

Ability to Relocate:

• Carson City, NV 89706: Relocate before starting work (Required)

Work Location: Hybrid remote in Carson City, NV 89706