Role: Customer Experience Manager

Experience: 5-10 years

Location: Remote, but East Coast / Midwest preferred

Compensation: 140k - 220k (DOE) plus bonus

Job Description:

The Customer Experience Manager is a leader who will work with largest clients to provide analysis, recommendations and implementation plans to improve our client’s customer experience and drive their business results. CX managers will lead consulting teams with accountability for project delivery, client relationships and business development. A strong grasp of customer experience is required as well as deep expertise in at least one of the areas of Sales, Marketing, Service and Commerce. CX Managers will provide capability to clients in the areas of strategy, business operations, process improvement and user experience approach. The CX Manager would have a strong understanding of CX/UX concepts, understand user journeys, design thinking engagement and facilitation. A strong understanding of digital technology and customer data is required. The CX Manager will work closely with broader technical, delivery and consulting teams from across our clients to provide both best practice market insights and practical implementation advice to clients.

The candidate will need the ability to articulate complex ideas persuasively and create compelling narratives and analysis that drive change.

Responsibilities:

• Diagnose and tackle complex business situations in Digital Marketing, Sales, CRM, eCommerce or Service, designing and implementing solutions that can demonstrate benefits and value delivered
• Responsible for end-to-end success of a full project team
• Sell Client Engagements including proposal creation and client relationship management
• Advise clients on CX Transformations
• Lead client workshops including using Design Thinking methods
• Plan and deliver consulting engagements
• Manage and collaborate with offshore teams
• Create and present deliverables and recommendations
• Work with a diverse set of client and internal stakeholders
• Work both on-site and off-site
• Understand market trends, risks and opportunities, to help provide insights to clients
• Ensure the client is obtaining the business benefits from the engagement
• Directly supervise and mange people on project teams
• Plan and estimate project staffing and costs and meet project profitability goals
• Develop thought leadership and internal offerings

Qualifications:

• MBA with Sales/Marketing concentration is preferred, BS/MS in related field accepted, with an excellent academic record
• 5-10+ years in CX consulting, or relevant agency and business software consulting
• A passion for creating great customer experiences for both our clients and their customers
• Track record of selling and managing engagements
• Expertise in at least one area of CX including Sales, Marketing, Service and Commerce and an understanding of the underlying business processes and technologies (such as Adobe, Salesforce, SAP Hybris, Veeva, etc)
• Ability to provide strategic insights and analysis tied to client business results
• Ability to manage mid-size projects and program
• Familiar with Design Thinking and Agile
• Excellent communication and presentation skills: written, visual (PPT) and spoken
• Fluency in written and spoken English is a requirement, additional languages are desirable
• Great interpersonal, communication, facilitation and presentation skills
• Self-direction with ability to excel in a fast-paced work environment, working independently and remotely with people at all levels in an organization.
• Willingness to travel up to 65%

Job Type: Full-time

Pay: $140,000.00 - $220,000.00 per year

Benefits:

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

Compensation package:

• Bonus pay

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have hands on experience in one area of CX including Sales, Marketing, Service and Commerce and an understanding of the underlying business processes and technologies (such as Adobe, Salesforce, SAP Hybris, Veeva, etc) ? If yes, please specify.

Education:

• Bachelor's (Required)

Experience:

• CX Consulting: 5 years (Required)
• UX: 5 years (Required)
• Customer Experience Transformation: 5 years (Required)
• Journey Mapping: 3 years (Required)
• Design thinking: 3 years (Required)
• Business consulting: 2 years (Required)

License/Certification:

• any UX/CX Certification (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: Remote

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