Customer Experience Manager - Newmarket | Inc. | | 03/05/17
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Customer Experience Manager Full-Time

Location: Newmarket
Company Name: Inc. ()
Category: Advertising / Branding, Marketing / Strategy, Online Marketing

Are you the kind of person who feels passionately that great customer communication is thoughtful, relevant and personal and that’s what drives CTR and engagement? Do you spend each day asking yourself, “Why aren’t my emails converting?”, “How do I get more people to open my emails?”, “How do I get better at what we do?”. If so, we want to hear from you! This is an exciting time at XE and we are looking for a passionate Customer Experience Manager to join our growing Marketing team and be our voice of the customer on the front lines.

Responsibilities for the Customer Experience Manager include:

  • Supports the development and implementation of the overall engagement strategy that align to the campaign goals
  • Oversee, manage and coordinate email marketing for the brand by tracking and reviewing email performance
  • Design, create and execute multi-step, complicated brand and product campaign communication to ensure subscribers react and engage in campaign communication
  • Implement campaigns designed to grow the business through customer cross- sell opportunities
  • Keep on top of email marketing trends and become and advocate for efficiency, and technology that aims to continuously improve our customer experience
  • Work with Marketing/Content team on developing value add content to drive engagement
  • Champion a customer focused culture through product education and new account onboarding
  • Perform regular analysis on our current customer base to identify new opportunities and leverage competitive trends
  • Analyze and synthesize customer feedback to develop insights that shape our product roadmap
  • Drives cross-segment focus and improvements including customer journey mapping and leveraging relationships across alternate product areas
  • Support the development of annual marketing tactical plans employing relevant market/customer research information and analytics
  • Manage the design, implementation, and results tracking of continuous test-and-learn programs for engagement, in collaboration with Business Analytics
  • Overseeing post-analysis on all campaigns with Marketing, Dev and the Data Science team
  • Developing recommendations for improvements and enhanced efficiencies for future campaigns by tracking month over month results spanning from response rate to engagement metrics to revenue generation

Qualifications for the Customer Experience Manager include:

  • Bachelor’s Degree (B.S./B.A.) required, MBA beneficial Relevant fields of study include Marketing, Sales, Operations, Commerce
  • 5-7 years of consumer marketing experience, primarily in Email Marketing
  • Course work in customer loyalty, organizational change, change management and/or marketing intelligence is an asset
  • Fluent in all compliance and regulatory guidelines globally as they pertain to consumer email communication (CASL etc.)

Requirements for the Customer Experience Manager include:

  • Experience working with a global brand and developing customer engagement campaigns that are regionally relevant
  • Strong strategic thinking and results focus skills
  • Strong Excel knowledge and analytics skills
  • Experience working with partners from various areas of the business i.e. IT, marketing, analytics, creative etc.
  • Ability to influence without direct authority; ability to communicate with multiple levels of management
  • Ability to pivot and adapt to new business needs and regularly contributes thoughts, ideas and strategies to grow the business through customer engagement
  • Ability to influence, collaborate and take on role of trusted advisor with executive level leaders
  • Analyzing voice of customer data, market intelligence and competitive landscape information to identify key insights, drive decision making and increase satisfaction
  • Proven written, verbal and presentation skills
  • Ability to effectively communicate and manage difficult conversations with both internal and external customers
  • Customer focus and ability to manage customer issues through to resolution
  • Ability to work and drive change management across all levels of an organization
  • Proactive self-starter with strong judgement and demonstrated ability to action campaigns across various teams
  • Experience owning customer loyalty and experience, culture change management and rapid growth experience would be beneficial
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