We are looking for an experienced Customer Experience Manager to measure and increase customer loyalty and retention. We wish to turn customers into advocates by seeking to understand a customer’s underlying need, demonstrate how iconectiv met it, generate use case/case study materials. Measure Net Promoter Score (NPS), Renewal Rate (%), New revenue from our customer base. Use tools such as Voice of the Customer (VotC) research, customer surveys, customer meetings, customer communications and advisory boards to gain insights into emerging needs and challenges.

Responsibilities:

• Identify customer successes and provide material for case study and success stories.
• Establish and run advisory boards.
• Working with the communications team, build and maintain a calendar of customer engagement emails.
• Map the customer journey and identify opportunities for continuous improvement.
• Align customer experience strategies with marketing initiatives.
• Analyze customer feedback and share key insights via dashboard and reports.
• Work throughout the organization (sales, marketing, product) to analyze customer feedback and develop programs effective for improved customer experience.
• Analyze statistics and compile accurate reports.

Requirements:

• Extensive experience in gathering, interpreting and presenting customer experience information to internal stakeholders.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office and CX (surveys) and CRM software.(Qualtrix, Salesforce/Pardot preferred)
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Keep ahead of industry developments and apply best practices to improve customer experience.
• Strategic thinker.
• Bachelor's degree in marketing, communications, advertising, or business management. 7 to 9 years relevant experience.
• US Citizenship

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Bridgewater, NJ 08807: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Bridgewater, NJ 08807