Job Overview: The Customer Engagement Manager will be responsible for overseeing and enhancing all aspects of the customer’s journey to ensure exceptional satisfaction and loyalty. This role requires a strategic mindset, strong leadership abilities, and a deep understanding of customer needs and market trends. You will collaborate with various departments to develop and implement strategies that optimize the customer experience across all touchpoints. Position Responsibilities: Essential Strategy Development: Develop and implement a comprehensive customer experience strategy aligned with the Greer CPW’s goals and objectives. Customer Journey Mapping: Analyze and map out the customer journey to identify pain points, opportunities for improvement, and successes. · Cross-Functional Collaboration: Collaborate with operational, engineering, communication, finance, and administration departments to ensure a consistent and seamless customer experience. Data Analysis: Utilize data analytics tools to gather insights into customer behavior, preferences, and satisfaction levels, and use this information to drive decision-making. Customer Feedback Management: Implement systems and processes to collect, analyze, and act upon customer feedback effectively. Performance Monitoring: Establish KPI’s and metrics to measure the success of customer experience initiatives and track progress over time. Team Leadership: Build and lead a high-performing customer experience team, providing guidance, support, and mentorship to team members. Innovation and Continuous Improvement: Stay informed about industry best practices and emerging trends in customer experience management, and proactively identify opportunities for innovation and improvement. Stakeholder Engagement: Communicate regularly with senior leadership and other stakeholders to provide updates on customer experience initiatives, share insights, and solicit feedback. Culture of Customer Importance: Foster a department wide culture that prioritizes customer satisfaction and encourages all employees to take ownership of the customer experience. Wear necessary protective equipment and exercise extreme safety in tool, equipment and vehicle operations. Understand and observe all safety rules and regulations. Complete CPR and first aid courses and keep certificate current. Position Responsibilities: Other · Other duties as assigned. Essential Skills and Experience: BS degree in Business Administration, marketing or a closely related field. Minimum of 6 years of leadership experience, with a proven track record of success in customer experience or related role Valid South Carolina Driver's License required. Strategic thinking and problem-solving abilities, with a focus on driving results and continuous improvement. Must have knowledge and understanding of appropriate safety procedures and be able to respond in emergency situations. · Experience in implementing customer engagement management systems and technologies. · Passion for customer satisfaction and a deep understanding of customers’ needs and behaviors. · Ability to thrive in a fast-paced, dynamic environment and lead change effectively. · Excellent analytical skills and a data driven approach to decision-making, attention to detail and sense of urgency, ability to prioritize with an emphasis on quality and accuracy of work. · Strong communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization. Beneficial Skills and Experience: · Knowledge of practical finance, collections law and techniques. Fluency in Spanish Job Type: Full-time Pay: $108,000.00 - $160,000.00 per year Benefits: 401(k) Dental insurance Flexible schedule Flexible spending account Health insurance Paid time off Retirement plan Tuition reimbursement Vision insurance Experience level: 6 years Shift: 8 hour shift Weekly day range: Monday to Friday Ability to Relocate: Greer, SC 29650: Relocate before starting work (Required) Work Location: In person
Salary: $108,000 - $160,000 a year
Employment Type: Full-time
Qualifications
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