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Customer Experience Manager
hace 2 meses
**Job Summary**
We are seeking a highly skilled Customer Experience Manager to join our team at Wound And Burn Centers Of America. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through the development and execution of comprehensive customer value management (CVM) programs.
**Key Responsibilities**
- Oversee the complete lifecycle of CVM initiatives, from crafting business cases to executing campaigns and analyzing outcomes.
- Utilize data insights to identify customer pain points and opportunities for enhancing their experience.
- Develop and implement proactive strategies to minimize churn and maximize customer satisfaction.
- Collaborate closely with cross-functional teams, including Customer Operations and Product Management, to drive upsell and cross-sell initiatives.
- Manage digital campaigns, continuously optimizing performance through A/B testing and data analysis.
- Document and manage the customer journey, ensuring that customer voices are heard and acted upon to improve overall sentiment.
**Requirements**
- Experience using Salesforce, Braze, and Customer.IO.
- Experience using Hubspot, Excel, and data analysis tools (such as Tableau) is a plus.
- Leverage data to uncover insights that enhance the customer experience and drive business growth.
- Proactively reduce churn rates by developing and implementing effective retention strategies.
- Foster strong collaboration with internal teams to ensure seamless execution of upsell and cross-sell opportunities.
- Optimize campaign performance, ensuring that our digital strategies are both innovative and effective.
- Lead initiatives that capture deep customer insights, enhancing our ability to respond to their needs and exceed their expectations.
**What We Offer**
- A unique opportunity to disrupt the traditional education landscape.
- A global and diverse team of thinkers, doers, and innovators.
- A flexible, hybrid work environment that respects your need for work-life harmony.
