What are the responsibilities and job description for the Sr. Manager, Customer Experience position at Highwater Marine, LLC/Pontoon Boat, LLC?
The Sr. Manager of Customer Experience is responsible for defining the strategic direction of Godfrey and Hurricane's customer experience and overseeing its successful execution. This leader will oversee our Dealer Support and Customer Service teams and is accountable for delivering a world class experience to our dealers and end users.
Qualifications:
Essential Duties & Responsibilities:
- Set the overall vision and strategic plan for the Customer Experience organization
- Lead and develop the Customer Experience teams
- Clearly define and communicate roles and responsibilities to direct reports, including managers
- Review customer service scores and analyze customer feedback data to make actionable recommendations for product or process changes that will improve the customer experience
- Provide product quality feedback to required stakeholders (feedback loop)
- Assist managers in setting priorities for their teams and drive successful execution
- Expand upon existing processes and standards to ensure Godfrey and Hurricane are delivering value and a world class customer experience during all touch points
- Identify, maintain, and report on daily, weekly, monthly and annual metrics that accurately measure the company's Customer Experience and Dealer Support performance versus stated objectives. Identify areas for improvement and work with functional leaders to develop improvement initiatives.
- Sets clear goals for Customer Experience and Dealer Support teams and holds employees accountable for deliverables as well as policy adherence
- Creates a positive and engaging culture that provides continuous feedback, support and empowerment
- Evaluate the performance of assigned team members, provide regular feedback, prepare employee evaluations, and prepare/participate in coaching/counseling sessions
- Assist in talent selection and succession planning for Customer Experience leadership development
Skills & Knowledge:
- Bachelor's degree preferred
- 7 years of strategic customer service or inside sales leadership experience within a manufacturing environment
- Proficient in Microsoft Office
- Demonstrated project management and multi-tasking skills while staying detail-oriented
- Excellent written and oral communication skills
- History of success leading teams to achieve organizational objectives
- Excellent problem-solving and decision-making skills are a must
- Ability to work independently with minimal supervision
- Ability to lead, influence, negotiate and gain commitment at all organizational levels