Customer Experience Manager OOJ - 33150
$100k - $110kHatch Global Search
Customer Experience Manager
A Customer Experience Manager (CXM) is responsible for developing and executing strategies to optimize every customer interaction across all touchpoints, ensuring a positive and seamless experience throughout the customer journey, by deeply understanding customer needs, gathering feedback, and collaborating with cross-functional teams to implement improvements that drive customer satisfaction and loyalty; their key focus is to create a customer-centric culture within the organization.
Customer Experience Manager
Pay Rate: $100,000-110,000
Location: Phoenix, AZ
About Us:
We are a leading design-build firm specializing in delivering complex and iconic building projects across North America. Our integrated approach combines architecture, engineering, and construction to provide seamless project delivery for our clients. We are committed to innovation, sustainability, and excellence in every project we undertake.
Position Overview:
We are seeking a dedicated and experienced Customer Experience (CX) Manager to join our team in Phoenix, AZ. The CX Manager will be responsible for enhancing client satisfaction and loyalty by overseeing all customer interactions and touchpoints. This role requires a strategic thinker with a passion for delivering exceptional customer service and the ability to collaborate across various departments to ensure a cohesive client experience.
Key Responsibilities:
Customer Journey Mapping: Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
Feedback Management: Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our services.
Support and Training: Oversee customer support and training initiatives, ensuring clients have access to the resources and assistance they need.
Issue Resolution: Collaborate with technical support and project teams to address and resolve client issues promptly and effectively.
Metrics and Reporting: Develop and monitor key performance indicators (KPIs) related to customer satisfaction and retention, reporting findings to senior management.
Process Improvement: Identify and implement improvements to enhance efficiency and effectiveness in customer support and service delivery.
Team Leadership: Lead and mentor the customer experience team, providing guidance, support, and professional development opportunities.
Qualifications:
Experience: Minimum of 5 years in customer experience, customer success, or a related field within the construction or design-build industry.
Education: Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
Technical Skills: Proficiency in CRM software and customer support tools.
Analytical Skills: Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
Communication: Excellent verbal and written communication skills.
Leadership: Proven ability to lead and mentor a team.
Preferred Qualifications:
Industry Knowledge: In-depth understanding of the design-build process and industry trends.
Project Management: Experience with project management methodologies and tools.
Certifications: Relevant certifications in customer experience management (e.g., CCXP).
Why is This a Great Opportunity:
Why Join Us:
Innovative Culture: Be part of a team that is excited to tackle complex and daring projects, fostering a culture of passion and creativity.
Competitive Compensation: We offer an excellent salary and benefits package, along with a bonus program that is unparalleled in the industry.
Professional Growth: Opportunities for continuous learning and career advancement within a supportive and dynamic environment.
Commitment to Excellence: Join a company that has been consistently recognized as one of the best places to work, dedicated to quality, safety, and sustainability.
If you are ready to make a significant impact on our clients' experiences and contribute to iconic projects, we encourage you to apply.
OOJ - 33150
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