Customer Experience Manager Jobs

Description:

Alumni Classroom Furniture Inc. (ACF) is seeking a dynamic leader as the Manager of Customer Experience with a passion for enabling our customers to have a great experience when partnering with ACF. ACF believes in performance through partnership and integrity and focuses on these traits whenever we look to add to our team.

The following Team will report directly to the Manager of Customer Experience:

• Customer Success (Contracts and Quoting)

In addition to managing the day-to-day customer-oriented operations, the focus of the role will be to provide leadership and coordination including managing customer relationships, developing and monitoring metrics and measurements of customer experience (KPIs i.e. response time to customer, retention / conversion rate, and time to resolve issues) and team development. The successful candidate will ensure service level expectations are met and an optimal customer experience is provided. This role will report into the Director of Customer Experience.

Duties and Responsibilities

• Creates action plans for areas to improve the customer experience; providing regular feedback to department heads
• Develops, manages and analyzes the customer experience by creating and setting performance standards; liaising with departments for input, opinions and views regarding same
• Facilitates training sessions, information sessions, focus groups and various other meetings as required
• Analyzes trends and develops specific action plans that eliminate the cause of recurring customer service problems
• Works as part of a team for the success of the business, exhibiting attention to detail and accuracy in performing duties
• Serves as advocate in driving industry best practices and the evolution and adoption of new customer service tools and processes
• Communicates vision of customer experience to all levels of the organization; working with departments and associates to constantly look for better ways to serve customers
• Any other duties as assigned.
• Adheres to compliance and workplace policies and procedures
• Reports on areas of opportunity to improve our overall customer experience
• Implements metrics and measurements of customer experience; systematically gathers data and feedback on service failures to recover and rebuild customer loyalty

Qualifications:

• College Diploma or University Degree in business, administration or suitable equivalent
• Strong track record of driving results and transforming performance in a fast-paced environment
• Ability to develop and cultivate positive relationships both externally and internally
• Excellent organizational skills to effectively plan, execute and direct resources
• Excellent computer skills – Excel, Word, PowerPoint as well as experience with a CRM system
• Minimum 5 years’ experience in managing a Customer Experience team and function with strong aptitude towards rapport building and team leadership resulting in the promotion of remarkable service
• Proven skills in data analysis including identification of trends, risks and opportunities

Please submit your resume and cover letter to [email protected]