Customer Experience Manager
Core
Lead the Customer Experience (CX) strategy and team to drive customer satisfaction, loyalty, and business success in a cast-iron manufacturing environment.
Role type
Senior Customer Experience Manager
Builds
Customer experience programs, CX roadmaps, measurement systems, and e-commerce capabilities
Domain
Manufacturing (Cast Iron/Steel) + Customer Experience
Required skills
CX strategy development, team leadership, process automation, voice of customer analysis, performance indicator management, e-commerce management, CRM management, Oracle systems proficiency, change management
Preferred skills
Leading major CX strategy, change management with information systems, metals manufacturing experience, advanced Microsoft Office proficiency
Technologies
Oracle (CPQ, EBS, BI), Microsoft Office, CRM systems
Responsibilities
Develop and implement the organization's CX strategy; Create a multi-year CX roadmap; Identify and execute CX measurement systems; Leverage process automation to accelerate responsiveness; Manage a team of customer service professionals; Create and improve customer performance indicators; Identify and execute white glove service for key customers; Help develop and manage an e-commerce site; Participate in CRM development and management; Standardize customer service processes across locations
Seniority
Senior, hands-on IC with team leadership