Customer Experience Manager

Role Overview:The Manager, Customer Experience position delivers exceptional customer experiences and will champion initiatives to enhance customer satisfaction across all touchpoints. This dynamic role will involve implementation of opportunities identified in customer journey mapping efforts, maintaining a comprehensive library of customer communications, and ensuring consistency in external communication standards. Additionally, the Manager, Customer Experience will play a pivotal role in optimizing user experience for the Metergy customer portal, Metergysolutions.com website and maintaining a consistent voice across all North American Metergy holdings.Key Responsibilities:oChampion customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.oCreate and maintain a centralized library of customer communication materials, including emails, notifications, and documentation.oReview and maintain all external customer communication standards and templates to ensure alignment with brand guidelines and messaging principles.oCollaborate with cross-functional teams to make recommendations for enhancing user experience for the Metergy customer portal, driving improvements based on usability testing and feedback.oDevelop and implement strategies to ensure a consistent voice and tone across all customer-facing communications and interactions.oCollaborate with internal teams to align customer experience initiatives with broader organizational goals and objectives.oAnalyze customer feedback and metrics to identify trends, opportunities, and areas for improvement in the customer experience.oFoster a culture of continuous improvement and excellence in customer service.oStay current on industry trends and best practices in customer experience management, incorporating new insights and technologies into Metergy's customer experience strategy.oStrategic thinker with a passion for driving customer-centric initiatives and delivering exceptional experiences.oOther duties, as assigned. Qualifications:oBachelor's degree in Marketing, Business Administration, or related field.oProven experience (3+ years) in customer experience management or related rolesoExperience managing brand expression in a regulated industry is preferred.oStrong understanding of customer journey mapping methodologies and tools.oExcellent written and verbal communication skills, with a keen eye for detail and the ability to convey complex ideas in a clear and concise manner.oExperience with customer communication platforms, CRM systems, and social media management.oDemonstrated ability to lead cross-functional teams and drive consensus among stakeholders.oAnalytical mindset with the ability to leverage data to inform decision-making and measure the effectiveness of customer experience initiatives.oStrong communication, organization, and presentation skills along with the ability to manage competing priorities in a fast-paced environment are required.CRM, Database, Email Service Provider, EO/IR systems, Exact Target, AB Testing, Best Practices, Brand Awareness, Campaign Planning, Deployments, Email Marketing, Email Marketing Platform, Email Marketing, Customer Journey Mapping, Customer journey, Digital Marketing, Digital Channels, Social Media, Social Media Advertising, Social Media Campaigns, Social Media, Corporate Social Media, Customer experience, Customer experience analytics, Customer experience management, Customer experience strategy, Digital customer experiencesWe thank all applicants, but only qualified candidates will be contacted. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.Questions? Call your local office at 1.888.490.5565. All applicants applying for Canadian job openings must be authorized to work in Canada.© 2024 Robert Half. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use.