What are the responsibilities and job description for the Manager, Customer Experience & Service position at American Chemistry Coun?
Position Summary
The Manager, Customer Experience & Continuous Improvement, is responsible for leading CHEMTREC's customer experience (CX) improvement initiatives, customer feedback programs, and cross-functional process improvement efforts. This position serves as a strategic partner to business leaders by identifying opportunities to improve customer satisfaction, retention, operational effectiveness, and overall service delivery.
The role manages CHEMTREC's customer sentiment measurement activities, customer research initiatives, and continuous improvement projects. The position leverages Voice of the Customer (VOC) data, facilitates cross-functional sprint teams, analyzes customer and operational data, develops recommendations for organizational improvements, and works collaboratively across departments to implement customer-focused solutions.
Key Responsibilities:
- Design, administer, and oversee customer feedback and sentiment measurement programs.
- Evaluate customer journeys and analyze customer feedback trends to identify opportunities for operational and customer experience improvements.
- Lead cross-functional teams to refine and implement operational and customer experience improvements.
- Manage customer satisfaction, customer effort, net promoter, and other customer experience surveys.
- Develop and leverage customer retention insights and recommendations to deliver demonstrable improvements in customer loyalty and growth.
Qualifications:
- Master of Business Administration (MBA) preferred. Candidates with other relevant degrees and a demonstrated concentration, coursework, or professional experience in customer experience, customer success, service design, or a related customer-centric field will also be strongly considered.
- Four (4) or more years of experience in customer experience, customer success, project management, business process improvement, operations, business analysis, or related field.
- Experience leading cross-functional initiatives and managing multiple projects simultaneously.
- Experience working with CRM platforms, business intelligence tools, customer analytics platforms, and reporting systems.
- Demonstrated ability to analyze complex issues and develop practical business solutions.
- Experience working with data, reporting, and performance metrics.
Skills and Competencies:
- Strong customer service and customer experience orientation.
- Exceptional organizational and project management skills.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Ability to facilitate discussions and build consensus among diverse stakeholders.
- Ability to analyze qualitative and quantitative data and translate insights into actionable recommendations.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and Teams.
Salary : $100,000 - $120,000