1 Business Program Manager - Global Customer Experience Job in Pleasant Grove, UT
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Business Program Manager - Global Customer Experience
$103k-141k (estimate)
Full Time
1 Month Ago
dōTERRA International is Hiring a Business Program Manager - Global Customer Experience Near Pleasant Grove, UT
At dōTERRA we encourage all employees to seek out opportunities that will expand their skill set. We strive to help achieve personal career goals by providing opportunities of growth and movement throughout the company.
Business Program Manager – Global Customer Experience
Job Description:
The Business Program Manager will focus on how best to optimize the customer experience in order to further increase sales, promote engagement, and sustain retention. This role will define and execute processes necessary to determine the business priorities of an industry-leading organization, including primary research, secondary research, financial assessment, return on investment, risks, costs, and/or impact to user experience. By working with various teams throughout the company and with the Director of Global Customer Experience, the manager will work to optimize the customer experience in all aspects of dōTERRA. This role will work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
Job Responsibilities:
- Experience Design, Improvement, and Innovation - Map customer journeys. Engage customers and employees to co-create, test and iterate improvements to enhanced experiences.
- Metrics, Measurement, and ROI - Develop framework for linkage of CX to sales, enrollments, retention, etc. as part of CX KPI reporting.
- Customer-Centric Culture - Work with Customer Experience, department, and market leadership to prioritize CX mindset and initiatives. Drive employee CX engagement across functions and markets. Collect and share stories of CX excellence and potential areas of improvement.
- Organizational Adoption and Accountability - Align CX impact with company culture and business decision making. Maintain and share list of CX projects and executive sponsors.
- Voice of the Customer, Customer Insight, and Understanding - Design and implement ongoing customer research through surveys, panels, interviews, CS and AM feedback, etc. Synthesize journey research, employee feedback and customer data from all sources to identify CX breaking points for resolution.
- Analyze and track viable business statistics monthly to gauge success and monitor areas needing improvement.
- Gather field metrics via surveys and website analytics to measure success, determine current needs, gather feedback, and guide upcoming business initiatives
- Collaborate with markets and assist with localization of processes
- Perform other job duties as directed
- Collaborates with internal partners to gather information and develop resolutions/options to be delivered to external customers.
- Actively participates in the identification and supports implementation of process improvements. Provides insights and recommendations of enhancements to processes, user experience tools, training and the quality of service delivery.
- Meets deadlines and performs successfully within a fast paced, ever changing and diverse environment, to include multitasking, system utilization and accurately entering data to handle entire requests from start to finish.
- Actively participates in self development opportunities with a willingness to learn new skills.
- Stays abreast of and adheres to Company processes and procedures, industry changes, federal and state legislation and regulations.
Job Qualifications:
- 5 Years experience preferred, Direct Sales experience a plus
- Ability to translate business needs into strategy and results
- Ability to work and negotiate with top management regarding strategic directionBachelor’s Degree or related experience preferred
- Excellent communication skills, both written and verbal
- Superior organizational skills; detail-oriented
- Responsible self-starter with proven ability to meet tight deadlines
- Able to work well within a Corporate team and with top-level Wellness Advocate leaders
- Comfortable leading projects and collaboration with stakeholders from various teams throughout the company
- Proficient with Microsoft Office Suite
- Comfortable working with technology, including webinar platforms, various project management programs, etc.
We are currently accepting applications for this position.
Position Level:
Function:
Sales and Marketing
Type:
Full-Time and Part-Time
Shift:
Requisition ID:
28230
Location:
Pleasant Grove, Utah, 84062
dōTERRA International, LLC. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability.
Job Summary
JOB TYPE
Full Time
SALARY
$103k-141k (estimate)
POST DATE
04/11/2023
EXPIRATION DATE
05/18/2024
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