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Form of workABOUT THE COMPANY
As a holding company with cooperative and private ownership, URUS is a family of businesses at the heart of the dairy and beef industry - Alta Genetics, GENEX, Jetstream, PEAK, SCCL, VAS and Trans Ova Genetics. Each of these organizations has its own unique identity, products, and services. These companies work globally to provide cutting-edge dairy and beef genetics, customized reproductive services to maximize conceptions, dairy management information to take producers to the frontline of progressive dairy farming, and an array of products and services to help bovines reach their full genetic potential. URUS Group has revenues of $500 million, more than 25 operating companies in 15 countries and employs approximately 2,400 people. URUS Group is part of Pon Holdings, a Dutch family-owned group of companies with revenues of $9 billion and over 16,000 employees.
THE OPPORTUNITYWe are seeking a Digital Customer Experience (CX) Manager to revolutionize our CX across all digital platforms. This role is pivotal in leveraging digital tools and data analytics to deepen our understanding and enhancement of the customer journey.
This role is not just about managing CX, it's about being a catalyst for digital transformation and fostering a culture of digital excellence and customer-centricity throughout the organization. The ideal candidate will be a strategic thinker with hands-on experience in digital CX and passionate about using digital innovation to create exceptional customer journeys and improve business outcomes.
The Digital CX Manager responsibilities center around leading and motivating a cross-functional team comprised of commercial, operational, logistic, and marketing staff. Together, the team will execute strategies set forth by the VP of Digital Strategy.
Our ideal candidate will be based in Madison, WI with travel to global URUS company sites. Alternatively, frequent travel to Madison, WI will be expected to engage with key stakeholders.
Primary Responsibilities
- Digital Customer Journey Analysis and Feedback Integration: Lead in mapping and optimizing the customer digital journey, from first engagement through to post-purchase interactions, ensuring a seamless and engaging digital experience.
- Data-Driven Decision Making: Utilize advanced analytics to derive actionable insights from customer data, driving strategic decisions that enhance the overall CX.
- Digital Touchpoint Enhancement: Identify and improve key digital touchpoints, focusing on enhancing customer engagement and satisfaction across various digital mediums, including social media, websites, and mobile apps.
- Training and Development: Conduct training and workshops for marketing and other customer-facing teams, elevating their digital literacy, particularly in understanding and improving the digital aspects of the customer journey.
- Insight Sharing and Collaborative Strategy: Regularly share digital insights with teams, collaborating to develop and refine digital marketing strategies and customer interaction tactics based on these insights.
- Feedback Loop Creation: Establish feedback mechanisms for continuous improvement in customer satisfaction and journey optimization.
- Best Practices and Guidelines: Develop and disseminate guidelines for effective Digital Customer engagement
- Bachelor's degree is in business, marketing, or a related field.
- Minimum 5-7 years in digital marketing, CX management, or related fields with focus on Digital Customer journey optimization.
- Knowledge and passion for the bovine and agriculture space is highly advantageous
- Minimum of 5 years of experience in conducting both quantitative and qualitative research, with demonstrated ability to translate data and insight into strategic actions.
- Experience in B2B2C environment is a plus.
- Certifications or advanced education in Customer Experience, Customer Advocacy, or Voice of the Customer (VoC) Program Management are highly desirable.
- Technological Proficiency: Strong knowledge of digital CX tools, including CRM systems, Tableau, Microsoft Office 365, and reporting tools like Microsoft PowerBI. Experience with Customer Experience platforms such as Qualtrics is beneficial.
- Proven track record of partnering effectively with MARCOM, Product Marketing, Sales, and Information Systems departments.
- Exceptional abilities in both verbal and written communication, with an emphasis on interpersonal interactions.
- Trust - We choose to be vulnerable, speak up, and dare to be wrong.
- Transparency - We choose to be open and share.
- Empowerment - We choose to encourage people to own their decisions.
- Challenge - We choose to question and be questioned for better performance.
- Accountability - We choose to follow through and hold each other to that standard.
- Act - We choose to execute our plans when we're confident they will work.
- Results - We choose results over comfort and popularity.
