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Customer Experience Manager
hace 2 meses
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- Develop and Execute CVM Strategies: Oversee the complete lifecycle of CVM initiatives, from crafting business cases to executing campaigns and analyzing outcomes.
- Utilize Data Insights: Leverage data to identify customer pain points and opportunities for enhancing their experience.
- Minimize Churn and Maximize Satisfaction: Develop and implement proactive strategies to minimize churn and maximize customer satisfaction.
- Cross-Functional Collaboration: Collaborate closely with cross-functional teams, including Customer Operations and Product Management, to drive upsell and cross-sell initiatives.
- Digital Campaign Management: Manage digital campaigns, continuously optimizing performance through A/B testing and data analysis.
- Customer Journey Documentation: Document and manage the customer journey, ensuring that customer voices are heard and acted upon to improve overall sentiment.
- Drive Significant Improvements: Drive significant improvements in customer retention and satisfaction through strategic management and execution of CVM programs.
- Technical Skills: Have experience using Salesforce, Braze, and Hubspot, with experience using Excel and data analysis tools (such as Tableau) being a plus.
- Data-Driven Decision Making: Leverage data to uncover insights that enhance the customer experience and drive business growth.
- Retention Strategies: Proactively reduce churn rates by developing and implementing effective retention strategies.
- Collaboration and Communication: Foster strong collaboration with internal teams to ensure seamless execution of upsell and cross-sell opportunities.
- Campaign Optimization: Optimize campaign performance, ensuring that our digital strategies are both innovative and effective.
- Customer Insights: Lead initiatives that capture deep customer insights, enhancing our ability to respond to their needs and exceed their expectations.
We are a dynamic and innovative organization dedicated to providing exceptional customer experiences. Our team is passionate about disrupting the traditional education landscape and making a meaningful impact. We offer a flexible, hybrid work environment that respects your need for work-life harmony, with opportunities for growth and development.
