Mgr I - Commercial Customer Experience in Clearwater, FL at PODS

Date Posted: 10/8/2019

Job Snapshot

Job Description

JOB SUMMARY

The Commercial Customer Experience & Programs Manager role supports PODS growth in our B2B department in a couple of key areas for the fast growing Business division of PODS.  The position is responsible for programs including Customer Experience, Program & Product Development.  The position is a key management role reporting directly to the Vice President of Commercial Marketing leading the strategic and tactical direction for all initiatives impacting the customer, products and sales channels.   This role has responsibility for PODS customer feedback processes, including problem and recommendation analysis, with the goal of continually improving the PODS customer experience through customer facing initiatives, product offering and sales channel alignment. 

This role requires a mix of both analytical and marketing skills.   The successful candidate will have experience working in B2B organization and will have proven skills in analyzing markets and business metrics.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Experience Manager has the freedom and flexibility to incorporate several disciplines of marketing at once. CXM role will manage, supervise and oversee multiple different processes, all geared toward inspecting and coordinating all the points of contact between a customer and a business.

Receive and evaluate customer feedback as well as monitor all processes that come into direct contact with the customer. This position is divided into several roles and stages of customer engagement.

Customer Experience Program Management -

  • Develop customer journey maps for both small and medium business, as well as for our large enterprise customers. Journeys include sales channel interaction, product offerings, self- service support portal design and execution, and customer satisfaction monitoring.
  • Proactively identify and lead a range of projects with cross functional teams to build process improvements within the customer lifecycle.
  • Develop initiatives that improve both sales and customer experience, developing a balance of efficiencies and improved customer interactions, ie., Live Chat, SMS, Self Service Portals.
  • Maintain and improve customer feedback process. Increase quality and quantity of customer feedback, and implement communication of root cause and best-practice information to corporate and franchise locations. 
  • Implement location-level and contact agent-level customer satisfaction reporting to enable other teams to continually understand and improve on our most critical customer interactions.
  • Conduct research to determine optimal customer experience with PODS.
  • Serve as interface with customers, vendors, stakeholders and program sponsor(s). 
  • Conduct strategic planning sessions with key customers to discuss goals and support needs.
  • Constantly monitor competitive landscape, and spearhead solutions to maintain PODS preferred position in the marketplace.
  • Work with Sales and Service Call Center Manager to develop programs that will improve the conversion of inbound and outbound efforts.
  • Seek out and utilize customer testimonials.
  • Maintain reporting on Customer Satisfaction. Develop plans to improve in areas of dissatisfaction.

Program and Product Development -

  • Develop strategic direction and management of the full product lifecycle, ensuring a quality experience for customer, including customer digital experience, customer service experience, container experience, customer onboarding experience and more.
  • Adapt and develop, with IT and other internal partners, new marketing technologies designed to improve sales, customer relationships and personal engaging experiences for the customers.
  • Develop Commercial partnership programs as incremental sales opportunities. Develop relationships, manage program, develop marketing strategies, communicate programs and execute programs.
  • Lead the marketing organization in data-driven marketing efforts. It is not enough to gather data, but must form and launch actionable plans to execute change.   Must have strong data analysis experience, running data and developing actionable plans according to the data details.
  • Support for all regional and national sales channels, insuring sales programs are targeting the appropriate customers.
  • Provide support for sales team at sales meetings, onsite marketing events/meetings, tradeshows/conferences, etc.
  • Monitor economic and competitor factors and provide regular reporting to business leadership on relevant segments and business impact. Collect and report on competitive and market trends.  
  • Manage all email communications from the time a prospect becomes a customer. Develop onboarding materials, customer loyalty programs, referral programs and more.
  • Manage and measure initiatives and programs. Perform weekly, monthly, quarterly and annual business analysis and forecasting.
  • Perform other duties as assigned.

 

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor's degree (B.S.) in marketing or business administration and 5-8 years of B2B marketing and/or customer experience management; MBA desired but not required.
  • 6-10 years of Marketing experience.
  • Ability to read and understand financial statements, including balance sheets, income statements, and statements of cash flow.
  • Must have strong knowledge of Microsoft Excel and Powerpoint, including creation and manipulation of pivot and data tables.
  • Strong project management & planning skills.
  • Oral and written communications for senior level presentations.

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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