Customer Experience Manager Resume Samples

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D Stehr

Dayana

Stehr

5696 O'Keefe Alley

San Francisco

+1 (555) 457 2651

5696 O'Keefe Alley

San Francisco

Phone

p +1 (555) 457 2651

Experience Experience

Dallas, TX

Customer Experience Manager

Dallas, TX

Swaniawski-Doyle

Dallas, TX

Customer Experience Manager

Leads and applies the performance management process, supporting Employees in their personal and performance development
Work with the organization to define process cycle times for all functions in the order management cycle and develop world class targets for improvement
Lead Change management activities by updating and developing procedures, providing trainings, communication and supporting documentation
Directs internal and external resource teams to provide qualitative and quantitative information to manage the ongoing performance of the Business line
Provides strategic direction and manages the ongoing performance of the Business lines
Work collaboratively with external strategic partners, as necessary, to monitor, manage and deliver CX work products
Provide the project management to ensure successful and timely implementation of any projects or initiatives related to process improvements000019S7

Phoenix, AZ

Customer Experience Manager CIB

Phoenix, AZ

Murazik, Gaylord and Stracke

Phoenix, AZ

Customer Experience Manager CIB

Lead the build out of a new executive briefing center working with vendors, partners, suppliers, and project manager
Assess program quality and performance; implement quality improvements
Implement and manage a briefing management system
Develop template agendas for solution areas
Interface with communications and marketing teams to ensure exhibits and content are current and relevant
Maintain relationships with internal users and senior management to ensure their objectives are being met
Create, drive, and oversee effective scheduling policies for visits, briefings, and the conference center

present

Houston, TX

Senior Customer Experience Manager

Houston, TX

Mann and Sons

present

Houston, TX

Senior Customer Experience Manager

present

Develop strong cross-functional working relationships and stretch the performance of internal and vendor resources
Implements action plans to improve key performance indicators to maximize business opportunities
Creates development and training plans for all direct reports
Campaign and offer management
Assist with or lead other projects as assigned
Oversees teams and/or manages the execution of creating business process mapping & documentation
Provides staff with in-the-moment feedback and coaching to maximize sales

Education Education

Bachelor’s Degree in Business

Kennesaw State University

Bachelor’s Degree in Business

Skills Skills

Highly motivated and able to take initiative; demonstrated ability to work with minimal supervision
Knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators used within IKEA
Strong organizational skills and the ability to prioritize
Highly reliable to follow through on commitments
Very good judgment, willingness to make decisions and ability to push back when appropriate
Strong organization skills and excellent time management skills
Knowledge of applicable policies, laws and regulations
Strong analytical thinking; Ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
Ability to navigate corporate and profit centre dynamics to produce results
Demonstrated ability to collaborate in a highly matrixed organization

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Customer Experience Manager Resume Examples & Samples

2-4 years of retail management experience
Ability to communicate well with others and provide clarity to the team about the vision and day-to-day goals
Skilled at recognizing great performance and delivering constructive feedback
Demonstrates creativity and innovation in problem solving
Has a solid understanding of the business, and a drive to apply knowledge to impact the business
Established time management skills and effective planning and prioritizing skills

Customer Experience Manager Resume Examples & Samples

Reviews and adjusts schedule to ensure appropriate floor coverage to complete all workload and to maximize sales
Provides in the moment feedback to staff to maximize sales
Ensures hallmark customer experience by assessing interactions on the sales floor and in the fitting room
Executes focal process for sales and sales support employees
Creates development and training plans for direct reports
Creates hiring plans for Center of Excellence
Hires, trains, develops and supervises Center of Excellence Supervisors and some of the sales and sales support team members
Provides GM with feedback on Center of Excellence team members
Promotes community involvement to drive brand awareness and loyalty
Fosters customer centric culture by recognizing and rewarding team
Ensures optimal floor coverage to maximize customer engagement, selling and task completion based upon the payroll goal
Minimum 3 years retail experience with emphasis on store operations and/or customer service
Gap Inc. experience preferred
Ability to work nights and weekends as appropriate to schedule requirements

Customer Experience Manager Resume Examples & Samples

Complete transactions expediently and efficiently to optimize customer experience
Escalate customer issues to Bank Manager for Customer Feedback and Complaints
Use APAC model accordingly to resolve problems when they occur
Associate’s degree or equivalent work experience required; college degree preferred
Working to in-depth knowledge of all retail bank products and services
3 to 5 years of personal banking experience
Previous sales coaching experience a plus
Ability to influence – asking for the business and closing the sale
Strong organization skills and excellent time management skills
Analytical aptitude a must
Excellent team player
7138 E. Thunderbird Road, Scottsdale, AZ 85254

Customer Experience Manager Resume Examples & Samples

Deliver projects which lead to the creation of an industry leading customer experience which is notably different to the customer
Deliver projects which enable the business to deliver on its customer experience and brand promise
Design, develop and deliver through integrated teams ongoing customer experience improvements as well as innovations which provide Barclays with sources of significant differentiation and competitive advantage
Provide best practice guidelines and standards for the customer experience across all touchpoints
Champion and lead process improvement, analysis and business process management functions – either as standalone projects or as part of wider programmes of change
Ensure projects are delivered to time and to budget – securing and managing that budget is key
Influence, inspire and negotiate rapid delivery with senior-level colleagues to ensure buy-in from stakeholders to efficiently deliver quality
Develop a comprehensive understanding of the market, including customer needs , buying behaviours and competitor strategies, and identification of opportunities to leverage this information through great customer experiences
Contribute to the development of truly breakthrough customer experiences which are aligned to the future needs of our customers and the business
Work closely and manage relationships with the customer experience agencies to develop their knowledge and understanding of customers and Barclays and leverage their skills for Barclays
Anticipate the potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks
First class interpersonal and presentation skills,
Excellent project and stakeholder management skills,
The ability to quickly review existing as well as new processes/operating models and identify areas of strength, opportunity and improvement, as well as concerns or potential control/risk issues
A strong focus and attention to detail and a great eye for design
A good technical knowledge of ideation platforms, preferably Sharepoint and Newsgator, and the complexities that can be inherent in each
Planning, developing and delivering complex programmes and strategies to meet defined objectives
Coaching leaders and colleagues on their Customer Experience initiatives & delivery
Influencing and managing relationships
Managing multiple stakeholders and contributors
Managing, leading and developing team members to achieve high performance
Powerful personal impact and presentation
Excellent planning, budgeting and strategy formulation experience; including experience of multi-channel strategy
Managing and developing innovative channels with a strong knowledge and interest in digital channels and the use of social media
Planning and managing detailed qualitative and quantitative measurement, helping to evaluate initiatives and demonstrate return on investment
Incorporating & encouraging brand values & behaviours
Excellent understanding of RBB businesses and customer profiles

Customer Experience Manager Resume Examples & Samples

Project Management: Initiation of new process improvement initiatives and application of an appropriate project management methodology (i.e. LEAN) to achieve project deliverables. Application of knowledge, skills, tools and techniques to project activities in order to meet or exceed stakeholder needs and expectations
Communication: Excellent written and verbal communication skills
Self management: Self starter, high motivation levels, taking full accountability for own performance
Integrity: Ensuring completion of work to agreed timeframes
Experience in Microsoft Office: Word, Excel and Outlook
University undergraduate degree (preferred)

Customer Experience Manager Resume Examples & Samples

3 years minimum store leadership experience
System experience with all Microsoft Office programs, Kronos & Workday experience preferred
Proficient in Business Analysis (calculating payroll, STAR, Comp %, Conversion, etc
Effective communication skills (oral and written)
Understand varying levels of urgency and how to respond
Able to adapt to a fast pace ever changing environment
Maintain confidentiality/trust within department

Audi Customer Experience Manager Resume Examples & Samples

Develop and implement bold, leading-edge customer experience ideas
Identify CX roadblocks/opportunities and resolve them through actionable recommendations
Work cross-functionally to develop and implement new CX solutions
Serve as a Customer advocate at each forum within the company
Develop, plan & manage Audi workshops related to CX initiatives
Manage all aspects of the Purchasing process to effectively deliver on the approved Customer Experience programs including any modifications to the estimated budgets, development of scope of work requirements, etc
Share learnings across Audi of America through various mediums (e.g. Audi Communications, Audi Progress, Top Service Magazine)
Socialize the CX impact on change at dealer level through tracking, reporting and sharing through success stories, case studies and overall customer satisfaction details
Continuously refresh the various CX tools and resources (e.g. Customer Priorities, Customer Touchmaps, Dealer Touchpoint map)
Support the Consumer Insights Manager with the integration of consumer insights into the solutions being implemented across the company to elevate the Customer Experience
Support the Regional Customer Experience managers in their implementation of Customer Experience programs in the Field
Leading and developing team members
Understanding of business processes in HQ and field organization
Customer experience, project management, and training background
Managing budgets & performance results
Work with employees in a dotted line/matrix reporting environment including the ability to communicate & interact effectively in a cross-functional team environment
Excellent Communication Skills to represent the Customer Experience area internally and externally
Developing presentations for leadership and business
Automotive experience (OEM &/or retail) including customer service and/or customer issue resolution
Experience in working with automotive dealers and the pressure points of their business
Culture change initiatives
Working with automotive dealers and/or a franchise network
Business operations related to the below topics
Master’s Degree or MBA

Quality & Customer Experience Manager Resume Examples & Samples

Lead all Customer Experience efforts for Global Contact Center Operations organization
Management of third-party Customer Experience partnership through direction of operational deliverables, process improvement strategies, success metrics, and program delivery lifecycle accountability
Collaborate with outsourced partners on providing the best customer experience across multiple platforms including voice, chat, and email
Gather customer feedback and engage internal partners for appropriate action
Provide analysis on customer satisfaction metrics and drive changes through modifications to current survey process
Drive strategic opportunities by analyzing call trends, customer behavior, and agent skillsets and translating that analysis into solid action plans for improvement
Build internal relationships with call center operations managers and training to ensure alignment, accountability, and outcomes on initiatives and action plans
Critical analysis of call drivers leading to changes in process flows that improve the member experience and lead to increased sales and revenue attainment
Drive accountability in process adherence, soft skills strengths, and proper tool usage
Leverage new technology upgrades to maximize effectiveness of the systems enhancements and ensure alignment across partner landscape
Communicate/present findings to executive leadership in business and operational reviews

Customer Experience Manager Resume Examples & Samples

Customer Satisfaction Superior service Knowledgeable
Supervise Employees Interaction with all employees daily
Monitoring Front End Activities Reviewing, advising and consulting with all front end employees
MOD Communicates with entire store to maintain daily operations
Extensive Knowledge of JDA Allows precise monitoring of merchandise purchases and returns
Scheduling Insure smooth operation of store by providing adequate front end support
ISP Receives, locates, identify and processes to expedite customers purchases
Yantra-Provides additional access to merchandise which will blanket the entire shopping experience. Extensive AS400 Knowledge- Will enable outfitter to assist the customer in locating, pricing, purchasing, returning merchandise. Kronos- Assures accurate record keeping and payment of employees as well as helping to stay with a designated budget for the department
Must be able to stand and/or walk to fill orders, assist customers on the sales floor, etc
Must be able to stock product at various racking levels, use step-stool or ladder, etc
Must be able to place product on/off conveyor, trucks, shelving, etc
Must be able to write, type and use phone system
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

Outpost Customer Experience Manager Resume Examples & Samples

Assures a effective front end operations including Customer Service, Club Opertions by monitoring perfomance metrics, SOP procedures, staffing levels and schedule, assess Outfitter perfomance. Assure adequate back up and code 3 coverage in the store
Assures Club operation compliance, Cash Office procedures and Sarbox controls are being met according to Cabela's Policy and Procedure. Perform monthly audits for Club Instant Issuance, Frontend Operataion, Club access, etc
Conduct training and mentoring of Outfitters and leads on the Frontend, Customer Service, Club, Switchboard and Cash Office
Working with leads to develop and train them in all aspects of their department and adjacent departments via one-on-one sessions and Cabela's University
Managers typically work both opening and closing shifts to distribute the work load. Opening and closing includes security duties. Prepares store for opening and closing by walking store and looking for merchandising issues, closing registers, Closing the Club Card Embossing Machine, supervise leads to ensure that all policies and procedures are followed
Responsible for conducting interviews and hiring of staff, handling personnel issues within the department, coaching, performance reviews/disciplines. Screening the right people during the interview proceess to ensure quality customer service. Addressing and altering scheduling for the departments, attendance tracking and following progressive discipline
"In the absence of the General Manager, manage all apsects of the store, resolve outfitter concerns and questions, respond to AP issues in the store, communicate with HR/AP regional partners as needed. Assist in other areas of the store when business need dictates, which may include but is not limited to Hardlines, Softlines, Front End, and Back End operations
Front End, Club and Customer Service experience (big box/high volume) Previous Department/sales manager experience Ability to multi-task Time management and prioritizing to ensure all projects, work lists, customer/employee responses are completed by established timeline and are immediate when necessary. Ability to deal with conflict and resolve problems
Must be able to type, use phone system and write

Customer Experience Manager Resume Examples & Samples

Understands the scope of programs as defined by the product andbusiness requirements and the budget process. Actively participates inthe key planning of program milestones drives alignment to thesemilestones
Works with senior staff members to identify and obtain participationfrom required cross-functional core team members, including matrixesproject managers
Maintains program plans and program record. Works with the core teamand senior staff member(s) to identify and schedule all the workrequired to fulfill program scope, including identification andmanagement of critical path tasks. Reviews program plans regularly withsenior staff member(s) for conformance to program strategy and clearlycommunicates program status, including program risks and theirmitigation strategies
Drives the development and implementation of key goals, objectives,and success criteria for the program. Ensures clear communication andalignment with stakeholder and delivery teams
Works with senior staff member(s) and core team to identify andanalyze risks and issues
Tracks and manages the program schedule and task details included inthe program plan. Ensures the program plan is reviewed and approved bySBI or a designated staff member, including changes to the plan as theyoccur. Analyzes the actual performance against the plan and makesadjustments consistent with plan objectives. Ensures program milestonesare accomplished and ensures overall timelines are met. Documents allmajor plan changes in scope, approach, and date delivery
Communicates updates on major milestones and keeps all stakeholdersinformed of progress and issues. Works with senior staff members tomanage proposed changes to program parameters and ensures appropriateprocesses and communications are followed. Escalates issues todesignated team members for guidance and assistance on how to approachand resolve
Monitors the quality of program deliverables and works with seniorstaff to ensure program objectives and success criteria are activelymanaged and achieved. Assists in the development and monitoring ofdeployment strategies and tools to support the implementation ofprograms in the field through trials and controlled customerdeployments
Consistent exercise of independent and collaborative judgment anddiscretion in matters of significance
Delivers on commitments while demonstrating a high level of integrityand respect for all teammates and stakeholders
Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) as necessary

Customer Experience Manager Resume Examples & Samples

Customer Satisfaction
Superior servcie Knowledgable
Supervise Employess
Interaction with all employess daily
Monitoring Front End Activities
Reviewing, advising and consulting with all front end employess
MOD
Communicates with entire store to maintain daily operations
Extensive Knowledge of JDA
Allows precise monitoring of merchandise purchases and returns
Scheduling
Insure smooth operation of store by providing adequate front end support
ISP
Receives, locates, identifiy and processes to expedite customers purchases
Yantra-Provides additional access to merchandise which will blanket the entire shopping experience
Extensive AS400 Knowledge- Will enable outfitter to assist the customer in locating, pricing, purchasing, returning merchandise
Kronos- Assures accurate record keeping and payment of employees as well as helping to stay with a designated budget for the department
Lead, Cashier, Cusstomer Service Outfitters or Greeters/Switchboard Experience preferred

Cards Customer Experience Manager Resume Examples & Samples

Drive credit card customer experience efforst accross 12 countries in APAC
Understand current practices in each of the countries, define a blue print to be agreed upon and implement it across the countries
Define Customer Experience goverance model for regional and in-country resource/function alignment
Lead the key global efforts that aim to improve cards customer experience

Customer Experience Manager Resume Examples & Samples

Projects a positive company image; adheres to department and operational standards and objectives; insure positive customer satisfaction results
Manage and oversee the department processes including sales quotations, orders, credits, adjustments, returns, etc. in SAP
Communicates back-orders, substitutions, pricing and product compatibility to customers, business desk, salesforce, credit and supply chain stakeholders
Escalates as necessary any backlog work items, and works across supply chain and other departments for resolution to customer issues
Thoroughly understands the system interfaces to and from SAP as well as the downstream processes
Manages Consumer Customer Service, web chat and social media channels for inbound and outbound delivery
Responsible for thorough knowledge of all department operations
Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions
Recommends process improvements, documents and presents those improvements, oversees testing of all new system functionality impacting the department
Reviews and analyzes reporting including productivity, accuracy rates, order and billing blocks, warehouse rejections, back-orders for large customers, and incomplete orders and billing documents and all reports pertaining to Sarbanes Oxley compliance
Reviews financial transactions monthly for adherence to key controls and audit guidelines
Manages, analyzes and evaluates workload, team issues, concerns, and recommendations
Interviews, hires and trains regular and temporary employees
Responsible for coaching/developing direct reports, evaluation of employees and reports, workflow and backlog reports, productivity estimates to Senior Management
Manages attendance policies, performance issues, schedules, vacation calendars, and departmental training
Reviews expenses and cost center budget and forecasts
Management experience in a customer service supply chain environment with strong oral and written communication skills
Experienced in mobilizing, leading/supervising a support team in an eCommerce company
Experienced in support roles for eCommerce platform
Knowledge in social media tools and techniques
Able to maintain confidentiality
Exhibit good leadership skills and provide an example for the rest of the department
Be available to assist staff and answer questions and inquiries both internally and externally
Take initiative
Excellent oral and written communication including critical reading skills
Adapt easily to new work processes and changes
Exhibit good attendance, punctuality & time management
Critical thinking & thought leadership
Identifying solutions and ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Be flexible; may be required to work considerable extended hours
Thorough working knowledge of various software packages including, SAP, Excel and Word
Minimum of 5 years leadership experience leading supervisors and teams
Experience with Sales Force Live Agent or similar technology
Experience in an inbound consumer customer service group
Comfortable with basics of different personal and mobile computing technologies
Candidate should actively participate in social media activities like blogging, community development and management, social bookmarking, commenting, etc

Customer Experience Manager Resume Examples & Samples

Provide support for store management by resolving customer issues quickly and properly. Taking all customer complaints seriously and handling them appropriately, partnering with upper management when necessary. This will allow our company to keep focused on legendary customer service
Responsible for performance reviews, maintaining attendance and any appropriate disciplinary action deemed necessary. Partner with HR for these areas, to ensure company policies and procedures are being followed
Provide data for weekly management meeting. This includes sales numbers/figures for cashier Item of the Week, VOC (Voice of the Customer) data, phone capture percentages, Level 1 training progress, etc
Provide assistance and support for Club Card embosser. Assist in maintaining bank requirements of constant dual operations regarding the embosser and card inventory
Staffing/Scheduling Ensure front end staffing meets the needs of the season - ads, special events, blackout periods, etc. Recruiting for qualified outfitters Conduct interviews to keep staffing at levels needed to handle customer traffic, and increase staffing during peak seasons

Customer Experience Manager Resume Examples & Samples

Support the development of a consistent service delivery strategy and plan, contributing to service development and technology enablement
Develop a vendor resource plan based on inbound and outbound forecasts gathered and prioritised by the Service Delivery team, and leading practices from other parts of Pearson and external exemplars, for the hub which they support
Establish and execute the vendor resource plan for the hub which they support, to deliver a positive customer and learner experience at optimum cost
Ensure contact centre agent behaviours are consistent with Pearson values at all times
Ensure that HR policies, and the pay and incentive structures employed by the vendor(s) for the hub which they support, are in line with Pearson’s HR and reward structure, whilst also being appropriate for the market served and industry leading practices
Ensure the technical and process architecture of the Customer Contact solution, and supporting policies and procedures, is fit for purpose from a market perspective, flagging where additional technology or process support may be required and proposing mitigating actions, within reasonable budgetary and time constraints
Support project and continuous improvement initiatives as required, which may be strategic and complex in nature e.g. the further development of a self-serve capability, inputting into requirements gathering, business case development, project planning and leadership team submissions
Improve and refine processes from a cost and customer experience perspective
Act as the primary liaison between the customer contact hub and the market, working in conjunction with the Director of Service Partnerships and their team
Act as the first point of contact for management teams working within markets served by the hub which the Customer Experience Manager supports (in a business partner role), particularly Operations and Sales, e.g. by providing reports on the hub’s performance to senior management in-market, resolving issues where possible and escalating where appropriate
Act as a member of the Customer Experience team, liaising with other Customer Experience Managers to ensure consistency and other parts of Pearson (e.g. ICOM) as required
Develop and maintain an environment that promotes diversity, fairness and high productivity
Bi lingual - Proficiency in a English as well as a Spanish proficiency essential
Strong customer service experience
Strong people management skills
Demonstrated ability to build consensus, establish trust, and communicate effectively
Ability to manage stakeholders, often on a remote basis
Experience in forecasting customer contact types and volumes, and translating this forecast into an operational plan, co-ordinated with the strategic planning and budgetary cycles
Experience of developing and reviewing contact centre process analysis and reports, and communicating necessary improvements appropriately
Ability to support to manage vendor performance against operational service levels, and to take mitigating actions
Commercial experience, with the ability to read, understand and interpret standard contractual agreements & Service Level Agreements
Ability to read, understand, interpret and establish internal financial budgets, and manage costs/revenues against budget plans
Demonstrable experience in working with contact centre agents (in the region of 50-100 FTEs), with a clear understanding of the principles of performance management and the ability to handle difficult conversations effectively
Experience of contact centre technologies and leading practices
Ability to balance conflicting feedback and find appropriate resolutions for issues which affect both the markets and the vendor(s)
Ability to manage projects and continuous improvement initiatives
Willingness to work remotely and with a relatively high level of autonomy
Willingness to undertake significant levels of business travel
Knowledge of Pearson products and / or related industry experience
Language proficiency in Italian or German desirable

Customer Experience Manager Resume Examples & Samples

Fully comprehend the training for all Bank applications i.e.TPT,Salesforce,Branch Capture
Comply with service values,Brilliant! at the Basics
Simplify,understand and guide customers while using superior customer service principles
Associate’s degree or equivalent work experience required;college degree preferred
Ability to influence–asking for the business and closing the sale

Gcg-product Diversification & Customer Experience Manager for S&D Resume Examples & Samples

Lead the design and implementation of customer experience modules; reduction of TAT and sales process simplification
Lead the design, implementation and utilization of regional sales tool around sales processes/customer engagement/sales force collaborate tools including digital tools
Lead the sales "one sell initiatives" and metrics to drive multi-product sales culture across 12 Asian countries. This will lead to product agnostic, customer centric sales while increasing the sales value to franchise
Lead the centralizing and enhancing country sales deployment strategies at Asia level. This will help drive the best practices across Asia and drive the scale advantage with our partners to get maximum value for our customers and franchise with optimal allocation of financial and human resources
Lead in designing and implementing bank wide sales culture building initiatives
Developing and rolling out of regional communication tools to help enhance the sales culture
Ensure consistency and effective roll-out of all these initiatives across markets APAC
Work closely with product, marketing, technology, DM, eBiz and country stakeholders
Enable the creation of a sales culture and remarkable client sales experience (through tools/MIS and or regional communications)
Ensuring sales and client from end inputs are taken into account in all these initiatives
Ensure not only productivity is improved but also profitability is increased
Work with regional stakeholders to ensure sales inputs are taken into account in all major sales impacting client initiatives
Develop/roll-out and centralize sales deployment tools and strategies that will enhance our sales models
Develop strategies to reinforce one sell initiatives and product cross-sell initiatives in the different markets and across channels (move countries to a more product agnostic sales strategy)
Responsible for designing and rolling our regional sales communications to help drive the sales culture and adoption of key initiatives
Participate in cross-functional discussions across business, technology, decision management and control functions to create regionally deployable solutions which are viable according to country inputs and feedback
Represent S&D in regional initiatives as part of the one sell and remarkable work streams
Analyze country data and sales related MIS to help simplify, consolidate and drive a concise focused message across all markets
Act as an agent of change enabling the adoption and acceptance of this new processes and initiatives across markets
Develop, design and implement benchmarks and standards to measure the successful roll-out of such initiatives
Bachelor's degree in Business/Marketing/Banking/Finance
This role requires 11+ years of experience in Financial Services/Service industry
Experience in non-branch or retail bank sales for a financial industry is preferred
In-depth understanding of key end-to-end process in financial industry for key products (sourcing, acquisition, initiation, activation, usage, redemption, authorization, collections, servicing, etc.)
Experience in client facing/servicing role is preferred
Experience in regional/multiple geography markets will be an added advantage
Ability to promote positive work relationships with all departments - be the change agent
Adapt to change quickly
Exceptional interpersonal, communication, consensus building andinfluencing skills
Ability to influence peers, superiors and subordinates
Experience in multi-product sales environment (Cards, Loans, CASA) including multiple functions like Credit Ops/Frontline Sales Management/Customer Experience/Sales Analytics/Product functions, etc. will be a great advantage
Customer centric mindset is a must
Requires use of conceptual and innovative thinking

Customer Experience Manager Resume Examples & Samples

Ensure that all Customer Experience design and improvements have measures in place to track the customer & business impact
Work collaboratively the Customer Insight team to make requests for relevant customer insight which drive Customer Experience decision making
Understanding of News UK business strategy and organisation
Ability to provide ideas on how customer experience can support delivery of business strategy
Knowledge in customer experience proven experience in delivering measurable improvements to business performance by continuously improving the customer experience
Experience of managing complex stakeholder environments
Understanding of tools and techniques used in customer management platforms, integrated marketing communications and analysis programmes (including Social)
Ability to interpret and communicate technical or data led information to Marketing & Sales teams in an engaging and informative manner

Customer Experience Manager Resume Examples & Samples

Define the Barclaycard customer experience across Retail Solutions supported by commercially focused goals, change delivery and performance management in order to maximize Profit and Loss outcomes
Own the detailed end to end customer experience supporting the Operations Director in setting the overall customer experience direction and requirements
Ongoing management and oversight of the key customer KPI’s (including customer complaints, Customer surveys and outbound welcome call feedback) and effective reporting of performance through to stakeholders and committees
Identify opportunities to strategically improve our service offering and conduct customer research to understand what our customers really want
Accountable for driving a step change in customer experience through process improvement, transformational change, flawless delivery and appropriate definition and delivery of the Barclaycard technology agenda
Act as the face of Operations and the customer at various business wide forums to educate the business, raise awareness of customer feedback and drive forward strategic action plans to improve the service (including the reduction of complaints, increase customer advocacy levels and drive improved Quality)
Champion the customer, providing validation whilst challenging business decisions through a customer experience and Conduct Risk lens
Provide a platform for the customer experience, and where necessary, challenge business and support functions. You will drive forward action plans to improve performance and the customer experience
Consider new technologies, models and industry best practise to help shape future strategy
Be accountable for the delivery of work streams providing improvements to the customer experience, whilst setting us apart from competition and maintaining the balance between efficiency and service level
Support the delivery of the on-going initiatives to reduce complaints, increase customer advocacy levels and drive improved Quality
Oversee Root Cause Analysis and MI reporting activity to provide valuable insight to the business relating to all aspects of customer experience

Customer Experience Manager Resume Examples & Samples

Develop and administer system for collecting customer insight and feedback on customer experience. System may include customer surveys and other research methods
Develop and implement system for providing closed-loop feedback on customer feedback to various teams
Work with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals
Work with partners in their development of initiatives for improving customer experience and meeting established goals
Coordinate the tracking, monitoring and analysis of improvements in customer experience within each channel and business unit. Develop system for benchmarking customer advocacy and satisfaction results versus competitors
Develop and implement processes which enable the sharing and adapting of best practices for improving customer experience across the organization
Bachelor’s Degree in Business, Engineering or similar discipline
Master’s/Advanced Degree in Business, Engineering or similar discipline
Years of functional/professional experience: Ten or more years experience managing customer experience, process improvement, change management or similar functions
Years of supervisory or managerial experience: Five years
Ability to identify an initiative's impact on customer experience and balance with other priorities including cost and other strategic imperatives
Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities
Proven expertise in change management and process improvement
Excellent written, verbal and presentation skills

Credit Customer Experience Manager Resume Examples & Samples

Collaborate with business leaders, and cross-functional teams (Customer Experience, Marketing, Mobile, etc.) to ensure alignment with initiatives, project requirements, and timing
Identify strategic opportunities for process improvements; share vision with the senior management to formulate and execute action plans against the identified opportunities
Solicit customer feedback through customer service teams, Customer Experience, social media insights, Opinion Lab, etc. on customer pain points to make experience improvements
Communicate business cases through strong rationale and understanding potential return on investment

Senior Customer Experience Manager Resume Examples & Samples

Knowledge of in store systems, policy and procedure
Ability to analyze, problem-solve and manage projects
Detail oriented and results driven
Ability to lift and carry 30lbs
Ability to maneuver around sales floor, back room and office areas

Senior Customer Experience Manager Resume Examples & Samples

Implements action plans to improve key performance indicators to maximize business opportunities
Assesses the effectiveness of the leadership team and non-exempt staff by providing the appropriate level of performance feedback
Contributes to and executes the strategy for the Customer Experience team
Provides staff with in-the-moment feedback and coaching to maximize sales
Ensures an exceptional customer experience by assessing interactions on the sales floor and in the fitting room
Executes focal process for direct reports. Executes sales focal within budget for all Customer Experience Partners
Creates development and training plans for all direct reports
Approves hiring plans for the Customer Experience staff
Provides GM with feedback on Customer Experience team members
Implements shortage action plan in partnership with the leadership team to minimize loss and achieve shrinkage goal
Analyzes and creates strategy to respond to trends on LOD tracking sheets to optimize Peak Hour opportunities

Audi Region Customer Experience Manager Resume Examples & Samples

Regional Customer Experience manager (CXM) ensures alignment with the unified Audi customer strategy
Regional liaison between Audi of America (AoA) Customer Experience Team at AoA HQ and Audi Region/Dealers, aligning regional objectives with top level national objectives
Reinforce Customer delight in the field and dealers, drive positive change
Process leader of AoA Customer experience continuous improvement process at Retail with dealers and Area teams; includes escalating opportunities to improve the customer experience as well as spread best practices
Champion the Audi customer experience, as well as, identify the situations and scenarios that inhibit the desired experience; make recommendations to improve processes/policies to meet consumer needs
Represent Region perspective in development of Audi-wide customer experience policies & initiatives
Interface with Dealers, work across Sales, After Sales, Audi Financial Services, Marketing
Provide support to the rest of the Field team to maximize their customer experience effectiveness
Amplify the voice of the customer, serving as the liaison for customer information, insights, Key Performance Indicators (KPI's) and metrics
Provide the insights for the Field/Dealers to maximize customer retention and profitability
Key liaison to the Audi Customer Experience Center (CXC) and field representative as part of process improvements between CXC, Area team and Dealers
Responsible for the Regional implementation of Customer experience continuous improvement process; serve as Regional interface for between individual Dealer level continuous improvement process sessions and HQ; requires tracking of issues/resolutions, Best Practices and escalation/reporting to National
Support Customer Buy Back via Post analysis investigation (with Field Team) of cause and determine corrective actions for Audi/dealer, provide learning back to organization and potential customer experience improvement topics
Conduct post issue analysis to identify and escalate core inhibitors to customer satisfaction
Develop Best Practice updates and distribute to promote improvements across the network; shares learning with other Regional CXMs
Assist with pilots for Customer Experience innovations
7-10 years’ experience
Communication skills – interpersonal, presentation and written
Computer savvy – skilled in the use of software
Influencing and negotiation skills – ability to bring all stakeholders to topic resolution
Process innovation – targeting business opportunity and addressing with process improvement
Creative thinking – developing new solutions to drive inspire customer enthusiasm and increase loyalty
Experience with retail, hospitality &/or wholesale industry with a strong emphasis on customer service related functions
Operations background in Sales or After Sales or both; case management experience helpful
Proven leadership skills
Demonstrated success in developing strong working relationships across many layers of an organization & across cultural boundaries
Strong knowledge of luxury market and consumer needs /expectations
Automotive-related experience
Customer Relations / Hospitality Experience

Customer Experience Manager Resume Examples & Samples

Oversee daily order processing
Engage with customers via customer service portal to answer questions, provide tracking updates for deliveries, etc
Manage daily communication with fulfillment center to troubleshoot deliveries
Collaborate with other other areas of the business, to help meet company objectives and strategize improvements to existing operational infrastructure
Coordinate communication between internal tech team and fulfillment center to improve system and ensure seamless experience for new product roll-outs, and system updates
Ready to go above & beyond to help the team
Excited to work in a fast-paced and energetic environment
Detail-oriented, and extremely organized
Curious to learn and improve our communication strategy
Open to a flexible schedule with some weekend and holiday hours

Customer Experience Manager Resume Examples & Samples

Hospitality SME: Serve as a subject matter expert on best-in-class hospitality to our FM leadership & FM teams in North America Region; ensure our FM teams are focused on hospitality priorities and requirements in line with client expectations
Instructional Design: Apply instructional design and adult learning theory to design engaging, impactful learning programs; both enhancing existing programs (i.e., the One Team One Service program) or developing new programs
Program/Project Management: Plan and drive the roll out of a customer experience learning program across the business, ensuring delivery matches objectives and supports culture change / desired behaviors; includes design, delivery and evaluation of programs, as well as oversight for learning administration (registration/rosters, surveys/evaluations, learning management system integration, etc.), and marketing and communications
Change Agent: Provide systems thinking to drive new behaviors organizationally; thinking beyond training to other factors required for success (i.e., performance management, manager support, rewards/recognition/awards, other collateral, etc.)
Coaching: Support, develop and coach hospitality service leads and trainers across accounts to enable continuous improvement
Rewards and Recognition: Support reward and recognition programs led by JLL FM and HR
Innovation/Best Practices: Continually evaluate program successes/opportunities; scan the environment for approaches/technologies/emerging trends that will ensure our customer experience programs are leading edge; network externally for leading practices, approaches, tools and techniques in learning, rewards/recognition and in our general business area
JLL Champion:Effectively represent JLL as an Employer of Choice internally and externally; ensure morale is high and encourage staff retention
BA/BS in hospitality, business administration or an equivalent combination of education and experience
3+ years of hospitality, training, learning and development experience
Experience with the design and implementation of a leading customer experience training program preferred
Interpersonal Skills

Global Customer Experience Manager Resume Examples & Samples

Requires knowledge in business process design; business and application support practices and metrics; current and emerging information technologies used across several application domains
In-depth knowledge in CRM applications (e.g Salesforce.com and Siebel) and customer web solutions
Demonstrated ability to establish governance and drive operational efficiencies in a complex landscape. Experience planning, developing, and managing departmental costs
This position will require adept and creative skills at solving complex business process and technology challenges that cross multiple functions, and demands substantial involvement with parties at all levels in the company, while acknowledging corporate priorities
Position will provide direct thought, results, and people leadership in navigating business complexities and delivering capability/services that simplify and grow business systems use and adoption
Lead an organization of application support personal (internal employees and contractors), including leadership of activities such as resource management, performance management, people development, and career path management. Emphasizes knowledge management as enabler of managed external services
This position requires collaboration with executive management and other leaders in assessing requests and business challenges
This position requires exceptional collaboration, teamwork, negotiation, influence, and relationship-building skills at all levels with internal and external parties

Customer Experience Manager Resume Examples & Samples

Completing analysis of processes and procedures with a mind to improving the Customer Experience and key metrics
Preparation of monthly and ad hoc reports for CX
Ensuring that the correct processes exist through the customer journey, to keep customer profiles up to date
Providing support and guidance to the various internal functions to record customer feedback and sentiment in a consistent, structured and reportable fashion
Identifying opportunities to celebrate and reward our customers' successes and achievements, at each milestone in their customer journey
Establishing, piloting & managing the customer reference program
Manage and coach high-performing teams to develop customer support skills
Manage KPIs (quality standards, service levels, customer satisfaction) in a fast-paced and complex environment across multiple disciplines and time zones
Take a lead role in developing programs. Create new programs proactively and processes to meet guest needs and ultimately develop the business proactively to maximize business growth
Lead property "Champion" resource across multiple sites and increase effectiveness of team by recognising opportunities for improvement
Drive ongoing service improvements and projects involving quantitative analysis, industry research and strategy development
Strong Influencing skills that can persuade a cross-organisational team to modify processes to improve customer experience
Demonstrated experience presenting to and working with all levels
Experience in analysis (Customer Service analysis) preferred

Customer Experience Manager Resume Examples & Samples

Bachelor or Master degree required
Minimum 3 years’ experience of working in a customer experience function or as a (marketing) program manager responsible for customer lifecycle of customer value management programs
Experience in working within an international matrix company (Telecom, Banking, Technology industry)
Strong (internal) stakeholder management skills, ability to create buy in and to manage change. Actively encourage and energize to challenge the statusquo and actively look for new ways of doing things
Experience gained in a commercial, customer centric operation supporting successful cross functional change to benefit the customer, including improvements in internal culture (change management)
Good understanding of CX discipline and frameworks
Business analysis and project management experience
Experience with Analytical tools is preferred (such as OBIEE, Site Catalysts and database systems such as Oracle)
Several local and global networking communities to share best practices and knowledge

Customer Experience Manager Resume Examples & Samples

Support the Business in delivering our desired customer experience that will differentiate HSBC in the US market and establish HSBC as an admired service leader by others
Manage a programme of activity which ensures HSBC will become the best place to bank
Asks ‘why’ and listens closely to customer and employee feedback to identify root causes (E)
Spends productive time directly with customers and front line employees in order to speak with authority about the customer experience (E)
Acts strategically to identify and improve key drivers of customer satisfaction (E)
Proactively shares actionable insights, not simple data (E,A)
Makes recommendations and tracks progress against clear business outcomes (A)
Is highly visible in inspiring and influencing others to care about customers and bring client-centric thinking into decision-making at all levels of our businesses and functions (A)
Works constructively in partnership with a broad range of colleagues outside of RBWM to transform how they positively impact our customers (A)
Provides service that exceeds our internal and external customers’ expectations (E,A)
Strong project management / change management
Strong analytics abilities (e.g. of customer data, to identify root causes of complaints / satisfaction drivers)
Attitude of continual improvement and openness to change
Excellent excel skills (e.g. pivot tables, sorting of data)

Customer Experience Manager Resume Examples & Samples

Responsible for understanding and driving the performance of the business through, gathering customer insights and intelligence to identify, prioritize and lead improvements in customer experience to achieve improved business results
Champions Company Customer Experience measurement systems to measure, analyze and report on the company and competitive customer experience metrics
Works as a Customer Advocate when making or influencing business decisions affecting customer experience from design through issue resolution
Works as a change agent to translate customer data into actionable insights, build improvement plans, and deliver sustainable Customer Experience improvements to strengthen and support a customer centric quality culture
Builds organizational awareness, knowledge, and passion for customers through targeted proactive communication and efforts to strengthen and support a customer-centric culture
Providing insights to Regional Business Unit on product selection based on advanced quality modeling

Customer Experience Manager Resume Examples & Samples

Leverages relationships between product, sales, service, fulfillment, and with centralized customer experience teams to drive root cause analysis and action planning processes
Delivers Customer Experience story with key messages and emerging themes to leadership and partners with the line of business to initiate and drive change
Identifies root cause for customer complaints and assembles action plan for improvement
Responsibilities include management of Deposit Product Complaint Scorecard; Leader of core complaint management routines
3-5+ years of initiative management and/or project management
Banking or Financial Industry experience
Strong analytical, leadership and communication skills
Proficient with excel, powerpoint and presentation development
Foster teamwork to help prioritize across business lines and think strategically while seeking concensus and bias for action to deliver improvements to the customer experience
Ability to engage across business lines and with all levels of management
Bachelors Degree

Customer Experience Manager Resume Examples & Samples

Lead the design and implementation of customer experience initiatives/projects with the objective to reach the highest Net Promoter Score of the industry
To analyze and provide feedback and insights from the voice of the customer channels across the business (online and offline) for Japan
Manage customer feedback and responses on the pre-trip feedback survey (feefo)
Management of the Expedia Post-Purchase/Pre-Travel Program, with ownership/management of customer issues to resolution where applicable
Continually look for opportunities to improve online functionalities to improve customer self-serve with aiming for reducing calls to the call center
Lead cross functional initiatives to ensure prioritization of the end customer experience in the planning, development and execution of products, services and marketing campaigns
Develop cross functional relationships to build customer experience advocates across the business
Be a change agent by changing mindsets and influencing across the organization to ensure customer experience is at the heart of everything we do. Provide a proactive look through the eyes of customers
Embed Customer Experience into business processes and governance across the whole business ensuring Customer Experience is at the forefront of our approach across all customer touch points (Website, Customer Operations, Marketing)
Represent operations for any business improvement project initiatives and ensure timely execution with the global customer operation team
Minimum 5 years of experience in customer service
Native Japanese / Fluent English (Business level English is required)
Very strong business acumen, attention to detail and curiosity – “Is it what our customers are looking for?"
Outstanding analytical, numerical and problem solving skills
Deep understanding of the balance in business and customers – “what is the win-win situation for our business and customers?”
Strong influencing and networking skills, resulting in effective working relationships with other teams
Ability to see things from the customer's view point
Team player. Ability to become a trusted partner and key contact person within a matrix and complex organization
Extensive experience in the tourism and/or travel industry
Excellent communications and leadership skills
Self-starter/works on own initiative
Demonstrated ability to work autonomous and manage a wide variety of projects simultaneously and under a deadline

Customer Experience Manager Resume Examples & Samples

To analyze and provide feedback and insights from the voice of the customer channels across the business (online and offline) for 7 Point of Sales (SG, MY, TH, IN, ID, PH, VN)
Lead the design and implementation of customer experience initiatives/projects with the objective to reach the highest Net Promoter Score of the industry in the 7 markets. Work closely with Product, Customer Service & Global teams to scope, drive implementation and measure impact
Develop and Organize Customer intelligence within the Point of Sales. Run Consumer surveys or Focus Groups when appropriate with the view to inform Product, Marketing, Customer Service & Product decisions
Define guidelines for Customer engagement in local context (Brand “Tone of Voice”)
Continuously look for opportunities to improve online functionalities to improve customer self-serve with a aim of reducing calls to the call center
Embed Customer Experience into business processes and governance across the whole business ensuring Customer Experience is at the forefront of our approach across all customer touch points (Website, Customer Operations, Marketing). Lead cross functional initiatives to ensure prioritization of the end customer experience in the planning, development and execution of products, services and marketing campaigns. Develop cross functional relationships to build customer experience advocates across the business
Minimum 6 years of experience in travel, customer service or marketing
Bachelor's degree required; MBA preferred
Project Management experience and demonstrated ability to lead and influence cross functional teams to a desired outcome within agreed budgeted constraints
Demonstrated experience working in a cross-functional team environment
Extensive experience in the tourism and/or travel industry, ideally with knowledge of the Asian markets, a plus
Customer Service or Brand operations experience a plus

Senior Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to sales operations and field sales leadership
Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own
Provides coaching, feedback, project guidance to other team members (CEM’s and Analysts)
Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of Digital Sales including but not limited to; Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Marketing, Finance, IT
Partners with marketing, product management, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project
Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency
Provides team leadership for other CEM’s including consulting support on generally highly complex enterprise initiatives, products, program and offers
Documents lessons learned, communicates out to cross-functional teams, and applies learnings to subsequent projects
Owns the sales targets of all launched projects or programs, and continuously optimizes design, prioritizes program enhancements, and executes operational activities required to achieve planned business results
Responsible for reporting results on pre-defined cadences; weekly, monthly, and quarterly for all owned projects
Maintains project documentation including background, objectives, timelines, stakeholders, and cost/benefit analysis and communicates to leadership and cross-functional stakeholders
Contributes in departmental strategy and the development of the roadmap including representing needs at leadership meetings
Evangelizes the Digital Channel within the broader organization, showcasing successes, and articulating the channel vision to strategic partner organizations
6 years of experience in telecommunications or online retail; previous experience working within or supporting sales channels
6 years experience in a business ownership role including design, analysis, and optimization of programs aimed at increasing channel sales
6 years project or program management
Minimum 5+ years of leadership experience or similar cross-functional program leadership role
Proficient in MS Office - specifically Excel, Word, Power Point, Visio
5 years of experience combined in a retail management and/or program management role in lieu of degree is acceptable

Senior Customer Experience Manager Resume Examples & Samples

Develops and owns comprehensive execution plans for every major business initiative that impacts front line. Presents executive summaries to Senior leaders while also summarizing and presenting tactical details to Sales leaders
Accountable for completion of all actions prior to launch, support during launch, and follow up actions post launch for major business initiatives they own
Oversees teams and/or manages the execution of creating business process mapping & documentation
Has ownership of requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, & implementation
Leads & owns all execution trade off decisions. Ensures cross functional teams have identified detailed scenarios & use cases, all corresponding risks have been identified & evaluated & solutions are properly selected
Leads cross functional teams ensuring clear understanding of key customer & frontline experience issues exists and solutions being implemented by active projects are aligned to key drivers of customer experience
Is responsible to foster relationships providing awareness of channel & customer needs w/ key orgs outside of Sales or Care including but not limited to; Marketing, Prod Dev, PMO, EPMO, , L&D, Corp Comm, Marketing, Finance, IT
Serves in a consulting capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts to accomplish project activities and objectives
Leads cross functional sub teams on technical solutions needed from systems design
Partners with Marketing, Prod Dev, to influence solutions for front line and customers through the requirements, design, deploy & post launch stages of a project
Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions to allow the dept. to seamlessly provide customer service excellence
Defines Support Model for the channel to include: administration, maintenance, compliance, and technical support of product/service
Ensures seamless implementation of new products & services and applies the Sales Op Services guiding principles and standards to define desired interactions & standards of behavior
6 years of wireless experience; previous experience working within or supporting Retail or Care channels
6 years experience in process design/management including proven success in process design, optimization, analysis and documentation
Guides and mentors Analysts to produce the same high quality project documentation
Provides team leadership for other CEM’s and Analysts including consulting support on generally highly complex enterprise initiatives, products, program and offers
Documents lessons learned and ability to apply to subsequent projects
Contributes in departmental strategy and the development of the roadmap including represent needs at leadership meetings
Works as liaison between the FSC and Field Sales teams to ensure a consistent, best in class customer experience which represents the T-Mobile brand. Recognizes and identifies key organizational needs or strategic gaps. Works cross-functionally to develop solutions and execute them within the Field Sales team
Sets the strategy and works in collaboration with Product Management and Enterprise IT to continuously improve the customer experience
Translates strategy into tactics for Field Sales employees. Solves and provides the “How”. Creates curriculum and tools for training & communicating w/ the field
6 yrs of wireless experience; previous experience working within or supporting Retail or Care channels
6 yrs experience in process design/mgmt including proven success in process design, optimization, analysis & documentation
4 yrs proj or prog mgmt
5+ years of leadership exp or similar cross-functional program leadership

Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders
Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post-launch for the major business initiatives they own
Has ownership of the requirements on behalf of all customer-facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation
Leads and owns all execution trade-off decisions. Ensures that cross-functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected
Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, , Learning & Development, Corp Communications, Marketing, Finance, IT
Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives
Leads cross functional sub-teams on technical solutions needed from systems design
Partners with marketing, product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project
Defines Support Model for the Care channels to include: administration, maintenance, compliance, and technical support of the product or service
Ensures seamless implementation of new products & services and applies the Care guiding principles and standards to define desired interactions and standards of behavior
Produces high-quality project documentation with no assistance
3–5 years of wireless experience; previous experience working within or supporting Frontline Employees
Experience in process design/management including proven success in process design, optimization, analysis and documentation
Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to frontline employee & customer satisfaction
Previous experience managing team or similar cross-functional program leadership role
Proficient in MS Office - specifically Excel, Word, PowerPoint, Visio

Customer Experience Manager Resume Examples & Samples

High School Degree plus 2-4 years of college preferred (or equivalent in education, experience or training)
Ability to interact with customers at a level where they create a best in class experience and differentiate our services
Effective supervisory, communication (both written and oral) and organizational skills
Good decision making skills; problem solver
Ability to work various shifts including nights, weekends and holidays
Valid driver’s license and good driving record

Customer Experience Manager Resume Examples & Samples

Minimum of High School diploma / GED required with a Bachelors Degree being preferred
Minimum of 1 year of experience providing high quality customer service
Valid drivers license and good driving record
Must be willing and able to work a flexible schedule that can include evenings, holidays and overnight shifts

Customer Experience Manager Resume Examples & Samples

Manage Voice of Customer programs to obtain customer insights throughout the entire customer journey (pre-trip, during trip and post-trip)
Analyze customer satisfaction trend and sharing regular reporting and insights with stakeholders
Analyze customer feedback to understand issues and root-causes, then identify opportunities and action plans, and manage execution of identified initiatives to completion
Collaborate with various cross functional teams to ensure appropriate products, processes and tools are in place that support a positive customer experience on an on-going basis
Work with global customer experience team to manage global customer experience initiatives and localize the projects for cultural relevance and appropriateness
Identify opportunities to improve online functionalities to enable customer self-serve and manage execution of self-serve initiatives collaborating with cross functional teams
Manage customer complaints from regulators/consumer bureaus and build regulatory/consumer bureau relationships to address customer issues
Conduct market and competitive landscape analyses to have up-to-date and in-depth understanding of market trend and customer behaviors / attitude
Minimum 5 years of experience in customer experience related positions
Strong analytical, problem solving and project management skills
Passionate about customers with great customer instincts- "Is this what our customers are looking for?"
Ability to strike balance between business and customer needs –

Customer Experience Manager Resume Examples & Samples

Take ownership for managing the customer experience on an end-to-end basis for the brands within the Commercial LOB
Baseline and periodically benchmark the customer experience
Develop and maintain a pipeline of improvement projects for improving the customer experience
Quantify resource requirements and establish milestones for improvement priorities
Establish quantitative and qualitative metrics to prioritize improvement projects
Lead customer experience improvement projects ensuring successful implementation, meeting budget and schedule commitments
Work with HUE organization to integrate the appropriate tools within Commercial LOB to enhance the customer experience
Ensure alignment of Commercial C&PS (Customer & Product Support) activities with larger initiatives and programs deployed to improve E&ES C&PS services
Travel up to 20% travel (Domestic, could be some International)
BA/BS in Business Administration or Engineering Field
5+ years of experience in marketing or sales
Six Sigma Certification is preferred
Demonstrated experience with the end to end customer touch points
Orientation toward process/systems, speed, cost, quality and creating customer value and results
Ability to motivate and manage high performance cross-functional teams
Experience managing third-party contractors from proposal generation through successful execution
Proven ability to work with diverse customers & sales channels
Consistent track record for meeting and exceeding objectives

Customer Experience Manager Resume Examples & Samples

Developing a High Performing Team
Build and develop a high performance Xperience Team focused on delivering a legendary client experience while creating an environment of trust, mutual respect and genuine concern for individual growth and development
Ensure that the Studio is appropriately staffed with a high level Xperience Team
Interview, hire and manage qualified and capable Xperience Team members and interview and provide hiring recommendations for other Studio positions
Ensure that all Xperience Team members receive a complete orientation and are informed of performance expectations
Ensure that all Xperience Team members are provided with the necessary training to perform their job duties and deliver on expected results, evaluating and modifying the training plans as necessary
Provide specific and ongoing feedback, performance evaluations, development plans, coaching and discipline as necessary to Xperience Team members, partnering with the Studio Director and Human Resources Department as appropriate
Properly utilize and maintain personnel files, personnel authorization forms, coaching logs and warning notices
Role model and require professionalism from all Xperience Team members
Achieving Measurable Results
Ensure that clients receive a high level of customer service and that the Studio is kept immaculately clean
Train and coach Xperience Team members on customer service policies, procedures, standards and techniques and ensure that all BFX employees consistently provide quality service
Drive product sales
Regularly interact with clients and obtain, assess and address information on client needs, expectations and levels of satisfaction
Respond to client requests and concerns promptly and effectively
Determine and analyze reasons for loss of clients and partner with the Studio Director to create action plans to address common issues
Partner with the Studio Director to effectively manage costs, including, but not limited to, costs for labor, supplies and equipment
Administer scheduling and bi-weekly payroll for direct reports
Creating the TSI Environment
Inspire clients and staff to unlock their power of fitness
Educate clients about BFX programs to alleviate anxiety and create a comfortable fitness environment
Role model and actively promote the flawless execution of BFX’s Core Beliefs and Rituals by all Xperience Team members, providing coaching and performance feedback as necessary
Ensure relevant and effective action plans are written, executed and followed up on to ensure that the Studio is kept clean and that the equipment is in good working order
Analyze client feedback and partner with other Studio managers to build action plans that effectively address the feedback
Quickly address any maintenance or equipment issues
Execute appropriate OSHA training, instruction and supervision
Role model and enforce compliance with all company policies and procedures including, but not limited to, attendance, dress code, time-keeping and code of conduct policies
Respond to Xperience Team members’ questions, complaints and grievances, working with the Studio Director and Human Resources Department as appropriate
2-3 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management and people management
1-2 years of group exercise instruction experience
Physical demands include ability to walk through all areas of studio, bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary), and ability to cover group exercise classes
Able to work a full-time flexible schedule that meets the needs of the business, including evenings, holidays and weekends
AED/CPR Certified
AFAA or ACE Primary Group Exercise Certification
AA or BA/ BS degree preferred

EU EF Customer Experience Manager Resume Examples & Samples

Bachelor´s Degree in engineering, supply chain, logistics, quality or similar other business/analytical discipline
5+ years management level experience in a manufacturing, supply chain, retail or logistics provider (3PL) environment in an international, fast paced company
Highly analytical with ability for creative problem solving
Experience in business case decision-making, complex problem-solving capabilities and high level of attention to details
Ability to Deep Dive and develop innovative ideas for process challenges
Process improvement knowledge via continuous improvement, “Kaizens” and the use of LEAN tools
Proven ability to influence others without having positional authority
Excellent English communication skills, both verbally and written
Willingness to travel up to 50% of your time within Europe
Master’s degree and/or MBA is preferred
Excellent fulfilment operations experience and knowledge, preferable in 3PL or eCommerce/Fulfillment Center environment
Certifications & Mentorship in Six Sigma (Green/Black Belt) or in LEAN
Technical Expertise (IT, ERP systems, WMS, Database solutions) with solution-driven approach to systems & processes
Creative and ideas-driven in finding new solutions/ designing innovative methods, systems and processes. Curios mind to always learn something new
Excellent team player with the ability to work with a wide cross-section of diverse people in various locations
Additional European languages, especially German/French

Customer Experience Manager Resume Examples & Samples

Provide world class, innovative customer support in a timely and professional manner
Responsible for account service management and renewal planning on tier one accounts (managing 30 to 70 accounts but with a real focus on 10 key accounts)
Partner with the Sales teams to proactively identify customer needs and opportunities to secure renewals
Identify training opportunities and coordinate training with clients /Key Account Directors /PTC’s – with training being conducted via WebEx or in person at the client site
Provide user onboarding training to new users
Provide timely and quality responses to incoming customer inquiries
Coordinate with internal departments on customers’ behalf to ensure customer needs are met
Develop and grow relationships with customers by understanding their business needs, products and goals and provide solutions to best meet these needs
Understands value of product solutions, why/how customers use them
Proactively solves issues/challenges for the clients and use the toolbox you’ve been given to do it effectively
Responsible for ensuring that valuable customer information is being shared in Salesforce/Gateway to provide transparency of customer relationship across DRG
Sales support (quote configuration and contracts)
Manage and review client reports to determine action steps on accounts
Bachelor's degree or equivalent in work experience – ideally a life sciences / pharmaceutical educational background (not a pre-requisite though)
Ability to deliver training to clients and be the product expert in the clients eyes
Ability to handle customer inquiries and challenges in a patient, calm and effective way
Professional maturity
Open to coaching and continuous learning
3 - 5 years’ experience in account management within the healthcare industry
Customer interaction experience both face to face & over the phone
Strong knowledge of customer service principles and practices
Ability to gain rapport quickly and communicate effectively at all levels
Consistently reliable and dependable
Ability to critically think and plan ahead
Ability to coach and lead by example to other CEM’s to help team achieve outlined goals
Proven leadership abilities with successful follow through
Strong organization skills and ability to multitask
Strong interpersonal skills for customer relationship building
Customer-centric, driven by service and revenue
Attention to detail and quality
Strong reporting skills and analytic capabilities
Strong sense of urgency
25 days holiday (increasing with length of service)
Pension scheme (5% of annual salary from day 1)
Bonus scheme
Long term disability insurance
Childcare vouchers

Cotton On-customer Experience Manager Resume Examples & Samples

Experienced fashion retail Store Manager operating within a fast paced environment
Customer focused retailer who can demonstrate a solid awareness and understanding of our customers and our products
Track record of delivering a highly customer focused sales floor
Ability to motivate and support team members to deliver sales targets, KPIs, capitalising on opportunity to exceed targets

Customer Experience Manager Resume Examples & Samples

Understand the current performance within Aftersales
Develop and implement ongoing performance measures that can be presented back to the wider business
Utilise the current retention schemes and support the promotion of these by driving the activity through the main customer contacts
Support all departments in extracting customer insights and utilise the findings
Working closely in partnership with the marketing department to refine effective and continuous digital campaigns through direct and social media channels
Continuously working to enhance customer journey to increase retention percentage
Proactively developing new marketing strategies working closely with the marketing team to create bespoke schemes tailored to local market and needs

Global Customer Experience Manager Resume Examples & Samples

Ensure maximum use of personalization to deliver relevant messages to the right target at the right time
Test and measure ideal combinations of personalization in copy taking into account behaviors and channels of segment and apply best practices to look alikes
Ensure the optimal and relevant customer experiences are delivered across POEM (Paid Owned Earned Media) and decision journey. Collaborate with senior data managers and market/opco/brand to interpret and leverage data to ensure optimal performance of content and campaign results
Define and drive set of marketing deliverables (toolkits, guidelines, and best practices) to help business/opcos to leverage their capabilities
Work in close collaboration with marketing agencies to set up and implement our set of marketing deliverables under a playbook
5-7 years of experience and high skilled capabilities in building and managing a high performance user experience on digital touch points
Successful implementation of multi-channel personalized customer experience campaigns from CRM to eCommerce to dynamic web serving
Proven ROI and optimization of personalized marketing activations
Strong expertise in CRM with deep understanding of results across campaign contact points
Strong understanding and proven track record of E2E process to engage, reinforce brand bonding, improve customer satisfaction and increase revenues
Strong knowledge of Social Media channels and in eCommerce activation and experience in Social cRM

Online Customer Experience Manager Resume Examples & Samples

Manage a team of Customer Service Representatives with focus on providing an exceptional customer experience, building relationships and clientelling
Develop reports, procedures and metrics to ensure customer service satisfaction levels are attained, while fostering a work environment that is committed to superior customer service
Oversee and handle payment processing and fraud management, partner with internal teams on key issues and trends
Pursue opportunities for continuous improvement; provide recommendations and implement methods to increase revenue, reduce cost and improve customer service
Provide strategic direction for Customer Experience Team, setting goals and clear deliverables and monitoring performance on a daily/weekly/monthly basis
Provide customer service via phone and email relating to the DVF.com website, customer orders and products. Primary contact for all escalated customer service related matters
Partner with our warehouse staff regarding order fulfillment, returns/exchanges, damages, and shipping related manners
Liaise with Ecommerce team on issues regarding products, production issues/damages, re-orders, etc
Provide weekly analytics regarding daily calls/email volumes, order management and returns, etc
Performs daily QA of website and communicates with .com team regarding product, website and technical problems
Understands fashion and can speak about products and product attributes
Bachelor’s degree required in a related field preferred
4+ years’ experience working in a customer service role with leadership experience. Prior Omni-channel experience is highly desirable
Experience with ZenDesk is preferred
Excellent written and oral skills to effectively communicate with customers; accurate spelling and grammar
Proven ability to interact with customers and colleagues to resolve difficult customer service issues
Ability to effectively prioritize and execute tasks in a fast paced environment
Self-disciplined and reliable

Customer Experience Manager Resume Examples & Samples

Full operational and functional responsibility for a team of 8 – 15 Ambassadors and 1 Value Expansion Representative in the district
Responsible to execute the business development plan, value expansion plan and sales plan to achieve revenue targets, higher profitability. Higher retention rates and higher share of wallet for existing customer base
Assist Ambassadors and Value Expansion Representative with growing the business, adding assays, ensuring contract compliance, and conducting business reviews with emphasis on pricing/profitability policies
Act as a trusted partner for all customers and develop and maintain relationships with all key accounts in the district
Responsible for managing and delivery of first line service support and escalations through to resolution
Responsible for Abbott adherence to customers contractual obligations and customer adherence to their contractual commitments
Implementation of the Abbott customer experience standardized trainings, processes, procedures and reporting in the District
Success in this role and in the District is measured by business retention – contract renewal rate, economic profitability EP, Service Level (SLA) achievement, customer satisfaction and loyalty NPS scores, and sales revenues
Minimum of 5 years proven track record in the Diagnostics Industry with an emphasis on managing say to day sales or service, menu expansion and profitability
English proficiency, additional languages are advantageous
Successful engagement with customers specifically senior management and key stakeholders
Working Healthcare and diagnostics industry knowledge
Strong selling and relationship building skills
Long term strategic focus on accounts
Pragmatic and balanced approach to management combining strategic planning, operational excellence and flawless execution
Service orientated behavior to achieve exceptional levels of customer satisfaction by understanding customer needs and overcoming all hurdles and adapting product and service delivery to meet those requirements
This position requires the willingness and ability to travel on a frequent basis up to 4 days per week

Customer Experience Manager Resume Examples & Samples

Assesses the learning needs of the business unit and BU field personnel who interface with Roche customers. Uses both quantitative and qualitative methods of identifying needs and validates the needs among key stakeholders
Develops a learning plan to address BU needs, POA implementation, and ongoing BU team capability development in terms of delivering the desired customer experience
Designs learning interventions to address learning and development needs of assigned BUs
Delivers training in collaboration with SMEs
Evaluates learner progress and identifies additional sustainment activities as required at individual or team level
Leads commercial effectiveness projects that transcend all BU’s as assigned

Customer Experience Manager, Technology Resume Examples & Samples

Design, manage and control the planning, execution and delivery of best-in class contact center technology services to qualify customer needs, create demand and deliver outstanding customer experience
Manage day-to-day and sustainable long-term regional technology stack performance
Support, maintain and facilitate the Sales & Marketing Transformation strategy and operationalize it within Marketing’s ecosystem globally
Define, communicate, and implement new features and functionality within our lead creation programs with the goal of continuously enhancing customer experience and business outcome
Capture business requirements and drive standardization, automation, and the development and implementation of best-in-class technologies, frameworks and methodologies to facilitate continuous business process improvements around the world
Work closely with sales and marketing teams to optimize the contact center technology stack within the Marketing ecosystem
Apply testing methodologies and analyze performance for execution optimization
5 yrs of experience in managing the marketing of B2B technology
3 years of experience managing call centers technologies with focus on demand generation and lead qualification
Bachelor's degree with a strong focus on Marketing or related field
Adaptable and able to function well within a highly changeable environment
Knowledge of the B2B IT industry, business trends and new developments
Able to execute Marketing strategies in multi-national organizations in partnership with various teams
Willing to learn new marketing skills as well as sharing knowledge with the team
Organizational and customer interfacing skills
Excellent communication and presentation skills – both oral and written
Masters degree in Marketing or related field
LI-ND1

Regional Customer Experience Manager Resume Examples & Samples

Provide an excellent customer experience for Indigo and PWP customers in Asia Pacific and Japan, across functions, driving the Indigo and PWP customer experience measures significantly above industry standards and improving customer retention
Measure customer experience, using NPS, TCE, and Print Beat reports, analyze the results, and report
Define the Customer Experience strategy and build a plan to drive to excellence
Initiate and lead programs and change processes to drive an improvement in customer experience, increase customer retention, and win back customers
Create cross functional program teams to drive execution on customer experience initiatives in the HP and channel organizations
Work closely with channel partners, listen, and harness key stakeholders to drive change and implementation of programs with the channel organizations
Collaborate with the sales, business development and service teams in HP to put in places processes and execute on programs
Individual contributor
Virtual/horizontal/program team leadership
Regional responsibility for Asia Pacific and Japan

Customer Experience Manager Resume Examples & Samples

Know Cisco's Commercial GTM model, partner business models, key architectural solutions and sales practices and processes
Apply Insights to ID Opportunities & Develop Local Plans and Programs; Package for Local Field, Partners, and Americas Marketing and Communications
Partner with East Territory Sales Leaders to Align Marketing Strategy to Business Strategy
Set East Territory Program Mix & Cadence; leverage and integrate key US-level demand generation programs
Expand and/or shift the marketing mix as new digital, social and analytics-driven capabilities and programs emerge
Connect and tailor local customer engagement
Excel at local execution, including local implementation of national programs/events/campaigns and design & implementation of local programs/events/campaigns
Measure, Illustrate & Promote Omni-Channel (Digital + Live) approach and results - monthly status, quarterly deep-dive
Partner with East Select CXM-Sales counterpart to cross-leverage relevant events, and programs
Oversee execution of anchor programs like GO! in CTO, ensuring sales/marketing/channel alignment
Participate in/create Operation-level communications, including commit calls, team updates, key overview presentations and more
Partner with TBM Manager to align marketing programs with appropriate partners, including via Partner Plus
Educate sales, channels and partners about marketing opportunities, best practices and techniques
5-7 years of field and/or channel marketing experience, preferably in high tech
Experience creating, driving, measuring and evolving a comprehensive marketing strategy
Experience leveraging data and designing building plans and initiatives around customer experience
A history of building and expanding internal and external relationships
Demonstrated and current knowledge of high-tech / b2b marketing best practices, including social/digital media
Knowledge of Cisco's industry, its customer base and partner business model
Demonstrated ability to collaborate in a highly matrixed organization
Expertise at building and expanding internal and external relationships
A mindset for innovation and creativity
Highly organized to ensure multiple strategies, programs and activities are executing as planned
Budget management experience
Demonstrated facility working with data, surfacing insights and applying them to the business (customer insights, metrics)

Senior Customer Experience Manager, VR Resume Examples & Samples

6-8 Years of Customer Service experience
Leadership experience in a contact center or support function for technical products
Quality Assurance experience validating and measuring the customer experience
Passion for tech and the product, technical knowledge/PC knowledge –Gaming systems, software, hardware, etc. Passion for tech and the gaming/tech community
Training experience – Hands on training experience, IE: class based learning, ongoing education, ability to train a team of support specialists
Excellent communication skills both at an executive level and among direct reports
Ability to drive ongoing change and educate stakeholders on value based improvement initiatives
Minimum Years of experience 8-10 minimum
Bachelor’s Degree in related field preferred

Customer Experience Manager / Senior Manager Resume Examples & Samples

Design new business processes based on customer requirements and conduct user review sessionsand run stakeholder agreement meetings
Translates the strategic direction and business objectives established by clients into holistic strategies and actions
Participate in diagnosing the problem and planning and leading the transformation
Implement programs/interventions that prepare the organization for implementation of new business processes
Leverage Accenture’s methods, tools, and assets to design and deliver outcomes
Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors
Hassome latitudein decision-making. Acts independently to determine methods and procedures onnew assignments
Manages medium to large sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
Provide thought leadership in the customer Experience and Digital functions
Capable to interact at all levels of an organization – from CXO, Head Customer Experience, to working team level
Good grasp of Customer Experience , able to analyze data and develop actionable CE insights
Proven previous experience in leading consultancy capacity
At least 4+ years of experience
Ideal candidates have proven track record on CE, CRM, and/or customer service management in management consulting and/or telecom industry
Good understanding on latest customer experience best practices from various industries with ability to apply it to improve customer service levels
Experience in CRM and/or customer experience strategy/transformation
Preferably prior experience in consulting for telco industry and/or large scale CRM transformation
Ability to meet travel requirements, when applicable
Ability to work in a dynamic environment, effectively managing changes within internal/client requirement
Have excellent academic skills
Outstanding interpersonal and client/stakeholder management skills with the ability to challenge client thinking and manage stakeholders around alignment to new strategies, thinking and complex change agenda
Bachelor’s Degree or equivalent
Excellent communication (written and oral) and interpersonal skills
Excellent leadership and management skills

Mutual Funds Customer Experience Manager Resume Examples & Samples

Bachelor's degree in business or related field, or equivalent work experience
Proven customer service skills and experience
Intermediate knowledge of the Mutual Fund industry
Demonstrated leadership or management ability
Ability to lead and direct a team
Well-developed analytical, problem solving and coaching skills
Excellent organizational, strategic planning and leadership skills
Excellent interpersonal, verbal, and written communication skills
Working knowledge of personal computers and basic desktop & office applications
Familiarity with mutual fund operations or general call center operations is preferred
Minimum of four years’ experience in Mutual Fund Operations
Ability to construct reports using software reporting tools
Familiarity with shareholder recordkeeping systems
Experience with adjustment process
Basic understanding of project management methodology and procedures
Demonstrated comprehension of call evaluation process and NQR guidelines
Series 6 and/or 7 and 63 licensing preferred

Senior Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders
Oversees teams and/or manages the execution of creating business process mapping and documentation
Leads and owns all execution trade off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Marketing, Finance, IT
Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence
Ensures seamless implementation of new products & services and applies the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior
6 years’ experience in process design/management including proven success in process design, optimization, analysis and documentation
4 years project or program management
5+ years of leadership experience or similar cross-functional program leadership role
Proven ability to translate business strategies into customer centric actions that drive results
Ability to act as an owner, provide options, drive consensus and make decisions
Ability to flex both analysis and program/project management skills. (Able to go deep into detail on escalations)
Collaborative, solution oriented approach
Bachelor's degree preferred. 5 Years of experience combined in a retail management and/or program management role in lieu of degree is acceptable

Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business iniative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the Care leaders
Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business iniatives they own
Has ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation
Produces high-quality project documentation with no assistance. Guides and mentors Analysts to produce the same high quality project documentation
Documents lessons learned and ability to apply to subsequent
3–5 years of wireless experience; previous experience working within or supporting Retail or Care channels
3 years project or program management
Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction

Customer Experience Manager Resume Examples & Samples

Building and leading the Complaints and escalations team
Management of the team including succession planning and talent management
Monitor, review and report on all complaints/customer service related issues to the business
A clear understanding of the contractual requirements of the Capita PCSE contract, service level agreements and all necessary legislation associated with service delivery
Relationship management
Third Party supplier procurement and management
Be able to demonstrate previous success in a similar senior level role within a commercial business area or professional services environment
A proven and demonstrable track record with regards to the design and delivery of learning initiatives along-side excellent communication and presentation skills
Demonstrable experience of managing people
Possess sound knowledge of learning management systems and web delivery tools
Be able to demonstrate a methodical, logical and intelligent approach to problem resolution
Possess proven organisational skills capable of handling multiple assignments
Training (CPT) within a CIPD environment

Customer Experience Manager CIB Resume Examples & Samples

Interface with communications and marketing teams to ensure exhibits and content are current and relevant
Market and manage the VIP customer briefing program internally
Create and revise processes and procedures in support of the program’s overall objectives
Create, drive, and oversee effective scheduling policies for visits, briefings, and the conference center
Support corporate sales objectives by providing a professional solutions demonstration and meeting environment in which to conduct briefings
Set customer experience program goals and objectives
Develop partnerships with senior management, product marketing, segment and solution marketing, sales management and R&D to recruit, retain, recognize, and develop discussion leaders
Oversee and maintain responsibility for the briefing center facility and conference center, including operating infrastructure, customer-focused logistics, and relationships with external and internal vendors and partners
Develop and be accountable for the operating budget
Lead the build out of a new executive briefing center working with vendors, partners, suppliers, and project manager
Train and develop briefing program staff
Manage daily operation of the executive briefing center including staff and vendors
Compile, analyze and manage reporting of all significant program metrics
Assess program quality and performance; implement quality improvements
Lead discussions, deliver demonstrations and otherwise execute/participate in briefings as needed
Develop template agendas for solution areas
Facilitate briefings as needed: open briefing, facilitate introductions, validate objectives, introduce discussion leaders, debrief between topics, note action items and recap, close briefing
Oversee maintenance of briefing program intranet website
Implement and manage a briefing management system
Actively participate in industry and stakeholder organizations
Develop future plans
Assess staffing needs, appropriate resources, staff and equipment
Maintain relationships with internal users and senior management to ensure their objectives are being met
Capture key customer feedback for input to corporate business intelligence system
Knowledge of Building products and services
Effective interpersonal skills at all levels
Presentation, facilitation, and demonstration skills
Well-developed prioritization, organization and planning skills
Complex project management and multi-tasking skills
Works effectively across all levels in the organization
Excellent judgment; functions well under pressure
Ability to participate as a team member and team leader
Ability to facilitate collaboration by providing leadership in a cross-discipline team environment
Adaptable to a rapidly changing environment
Possess the ability to handle ambiguous work problems and/or environments
Is an independent self-starter capable of identifying, assigning or completing tasks with a minimum level of supervision
Inspires others to achieve breakthrough performance
Ability to balance needs of corporation against individual and group needs
Ability to diffuse conflict and/or resolve problem situations
Ability to visualize strategic direction and create structures and policies to attain a vision; motivational skills
Ability to interact with staff across the board including the executives, facilities staff, vendors, and key customers
Proven experience with large scale projects managing client, vendors and internal stakeholders
Extensive meeting planning and events experience
Familiar with marketing strategy and go to market strategies
Multi-national and Fortune 500 company experience is required
Strategic branding and positioning experience required
High competencies in PowerPoint, Excel, Word, SharePoint and Photoshop
Proactive and results driven individual who thrives in a fast paced and dynamic environment
Highly motivated team player with an ability to handle a fast paced environment of change

Customer Experience Manager Resume Examples & Samples

Minimum 3 yrs experience managing and driving Channel partners' performance
Experience in a technical support environment preferred
Solid understanding of supply chain fundamentals and forward/reverse logistics
Well-versed in data analytics and familiarity with visualization tools
Excellent verbal and written communication skills; ability to communicate concisely and adapt to audience
Extremely well-organized and experience managing large-scale projects

Customer Experience Manager Resume Examples & Samples

Partner with, and provide leadership to, other departments to create and execute annual customer experience plans for the Dollar brand in conjunction with rental car operations teams across the division
Primary contacts will be Brand Marketing, eCommerce, Customer Insights & Analytics, Ancillary Revenue, Pricing/Revenue Management, and Sales
Lead defining and communicating the brand essentials – what are the signature elements and overall delivery requirement
Know the Dollar customers better than anyone else – become the subject matter expert in everything about the Dollar customer, including how the overall experience across a journey vs. individual touchpoints impact customers perceptions and decisions to us the Dollar brand
Define, develop, and lead implementation of customer experience initiatives. Execute against initiatives and development efforts to ensure customer experience programs meet goals. Deliver against objectives and partner with analytics team members to track, measure, and report performance
Develop and grow meaningful partnerships with companies that accelerate the transformation of Dollar as the leading brand
Identify opportunities for new products and services customer seek across travel and mobility
Benchmark industry & company best practices, competition, and trends related to customer experience to incorporate into future projects and planning to maximize effectiveness
Ensure all projects are done in a timely manner and within budget
5+ years of demonstrated knowledge in a customer service, with experience in operations and sales. Rental car experience is a plus
Understanding of customer experience/service and experiential insights
Ability to navigate corporate and profit centre dynamics to produce results
Ability to multi-task and work effectively on multiple projects

Customer Experience Manager Resume Examples & Samples

Act as the point of contact for CS and the following teams: Retail, Logistic, Technical Teams, Seller Support, Knowledge Management, Fraud, Payments
Act as the point of contact for Int’l Markets CS for Latin America and Global Customer Experience projects
To complete analysis of processes and procedures with a mind to improving the Customer Experience and key Metrics (FCR, HMD, CPU, concessions etc), including participation in the LSC Meetings
Identify customer pain points and proactively drive improvements
Identify and challenge any negative effects on the Customer Experience prior to new launches
Manage customer impacting issues as they come up in a troubleshooting mode
Provide analyses to management on customer experience impacting issues
Manage the Customer Experience Team
Bachelor's Degree in Computer Science or equivalent education/work experience or equivalent Amazon experience
Minimum of 3 years’ experience in Customer Service area with 2+ years in liaison/team leadership roles in a contact center environment
Experience of Amazon's customer service processes and proven track record of Customer Obsession
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint
Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
Excellent written and oral communication skills in Portuguese, Spanish and English, across various cultural backgrounds and functional areas, and within all levels in the organization (technical, business, executive)
Proven ability to influence change at all levels and across all departments as appropriate
Superior judgment, diplomacy and tact
Willingness to speak up even in the midst of adversity
Bias for action, takes responsibility/ownership and delivers
2+ years of team management experience managing a group of 20+
Project/program management experience and/or key contributor for a site/service launch
Previous experience with Six Sigma and/or Lean tools and methodologies

Customer Experience Manager Resume Examples & Samples

Development of the target customer experience across the customer lifecycle, including both 'happy' and 'unhappy' path scenarios
Prioritising required changes based on impact on Customer Experience, Net Promoter Score, and financial benefit
Using customer insight, process understanding, and financial analysis to identify further innovations that can make a material difference to the customer experience
Being the advocate of the customer within their respective operational teams
Collaborating with multiple internal stakeholders (commercial, operating teams, technology, shared services) to ensure commitment to required changes
Playing a leading role in the championing of customer advocacy across the organisation
Holistic thinking – being able to develop process specific customer experience change and understand its impact across channels and operating units of the business
Extremely strong analytical skills, able to assess and interpret data quickly and accurately and assess the operational and financial impact of customer experience change
Collaborative yet challenging; able to present a compelling data-driven case for customer experience change and influence more senior stakeholders

Customer Experience Manager Resume Examples & Samples

Bring customer excellence experience in AWS by coordinating other supporting functions
Design and run programs to help customer onboarding
Manage customer inquiries by providing timely guidance to customers regarding AWS processes which matters; onboarding, contract, payment and invoice
Daily support to account team to handle customer-facing operation work
Summarize process defaults and identify areas for automation thus improve process efficiency & effectiveness
BA/BS degree or equivalent practical experience
Internship or professional experience in sales, marketing, customer services, or consulting
Ability to speak and write in Korean and English fluently
Fast learning and organized
Experience in troubleshooting or resolving customers queries
Ability to multi-task and manage multiple projects
Technical background to understand the cloud

Customer Experience Manager Resume Examples & Samples

Previous experience in identifying a target customer experience and guiding stakeholders through change to successfully and consistently deliver
Experience in a customer facing sales or banking position – ideally from within Commercial and/or Agri-business
Exemplary communication skills both verbal and written
Proven ability to think analytically, conceptually and strategically
Strong relationship management skills – able to build rapport with business stakeholders
Previous Change Management experience
Project and time management skills with the ability to work in an environment of dynamic prioritisation and independent thought

Customer Experience Manager Resume Examples & Samples

Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, , Learning & Development, Corp Communications, Marketing, Finance, IT
Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service
At least 18 years of age
Legally authorized to work in the United States
Pre-employment background screen
LI-RD-AR1

Regional Customer Experience Manager Resume Examples & Samples

Partner with Regional Operations Leadership to drive an exceptional customer experience at Weis Markets and achieve regional goals
Lead, coach and develop two Customer Experience Specialists
Proactively identify regional customer experience and front end opportunities and support Customer Experience Specialists in the creation and execution of plans for improvement
Analyze, identify and report customer experience opportunities and front end needs and provide direction to positively impact performance
Facilitate regional customer experience and front end training programs
Partner with HR to oversee talent development and training program for Front End and Assistant Front End Managers
Responsible for regional front end operational efficiencies and P&L categories relating to front end expense
Develop, promote, drive and report on customer experience and front end efficiency contests
Complete store visits designed to reinforce customer experience standards and behaviors and drive front end efficiencies through reinforcement of company standards
Ensure store compliance for AMLC and PFMA where applicable
Responsible for assigned company-wide initiatives and projects

Customer Experience Manager Resume Examples & Samples

Oversees the IKEA shopping and brand experience ensuring that customers feel that “I can shop – I like to shop - I love to
Shop” at IKEA, driving repeat visitation and loyalty to IKEA across all channels, on a national level
Directs the mind-set change and develop the support needed in creating a caring meeting with customers across all channels, where co-workers are engaged, stimulated, and approach each contact with a multichannel mind-set
Oversees the seamless home to home shopping experience in all channels meeting the many individual customers, delivering an inspiring, joyful, welcoming, family-friendly, and consistent experience in every contact
Partners with the global organization and secures development and execution of national & global initiatives, as well as networks with international colleagues to share good ideas and best practices
Oversees the web, digital, and ecommerce growth for IKEA US
Maintains that cross-functional processes are in place to deliver a seamless experience across all digital & physical channels to meet the needs of current and potential IKEA customers
Oversees the delivery of e-commerce P&L commitments, Customer Support Center KPI’s, and National ICSS/Customer experience goals
Oversees and drives continuous improvement of the customer experience across the entire consumer journey
Directs and manages the development of the future roadmap for the customer experience, anticipating future customer needs, expectations, and shopping experience connected to all customer touch points
Deep knowledge of IKEA strategic landscape
Knowledge of the contact center business, customer service, loyalty and active selling business
Knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators used within IKEA
Knowledge of business and management principles involved in strategic planning, resource allocation and leadership technique
Knowledge about market research and customer insight
Knowledge of market and competition in order to support innovative methods of meeting and/or exceeding business priorities
Knowledge and understanding of customer service standards, routines and best practices
Knowledge in change management
Knowledge of home furnishings
Knowledge of applicable policies, laws and regulations
Knowledge in communicating and coaching
Knowledge about the "IKEA Way of Working Together"

PRO Customer Experience Manager Resume Examples & Samples

25% - Partner cross functionally with organizational teams, internal and external clients, management and others in driving change within Home Depot
25% - Develop Recommendations: Prioritize issues and brainstorm/develop solutions and recommendations by working with a diverse group of people (store leaders and associates, merchants, internal and external teams, vendors, etc
25% - Evaluate Results: Analyze the financial results of initiatives versus projections through financial analysis, control stores and other benchmarks. Evaluate the operational issues of initiatives by walking stores, talking to associates and customers and interviewing merchants
25% - Project Management: Handle the day to day issues associated with implementing a new initiative. These may include working with store planning, visual merchandising, store and divisional associates. Use diverse problem solving methodologies to understand the fundamental parts of the problems and communicate the solutions
Strong Analytical and quantitative skills
A Master's Degree is preferred; bachelor’s degree is required. (5 years of work experience is preferred)

Customer Experience Manager Resume Examples & Samples

Provides strategic direction and manages the ongoing performance of the Business lines
Leads stakeholders and teams to achieve project and Business line goals
Presents feedback to stakeholders, articulates the customer’s needs to the business teams to drive strategic decisions
Serves as Voice of Customer and Subject Matter Expert (SME) for business lines
Directs internal and external resource teams to provide qualitative and quantitative information to manage the ongoing performance of the Business line
Serves as principal relationship owner for Customer Engagement and ECS Consumer Business teams such as Product, Marketing, Sales, etc…
Drives the contact center reams for improvement
Resolves issues, problems, status and successes working with key stakeholders and teams
Creates reporting and metrics that are sufficient and scoped
Develops strategies with Product, Marketing and Sales that lead to the overall improvement in retention, CSAT and call center measurements
Owns and drives initiatives to optimize brand performance
Creates and implements brand messaging (IVR)
Ensures adherence to standards and effectively uses repeatable process documentation
Leads Business line initiatives
Reviews and provides feedback on deliverables and implementation activities
Identifies risks and risk plans; manages and mitigates risks
Owns the continuous improvement of standards, practices and tools for the Business lines managed
Drives daily and monthly contact center performance utilizing contact management system reports. Creates reporting that rolls up to executive staff that highlights customer contacts, service levels, and improvement opportunities for the support of our consultants and clients
Provides input and feedback that contributes to the overall plans to scale the call center teams using both in-house and outsource models based on business growth, historical contact volumes, seasonal trends, service goals and budget guidelines
Leads the organization in assessing the developing innovative customer service features and products to drive customer satisfaction and loyalty
Identifies, recommends and implements improvements as necessary
Leads Key Initiatives
Responsible for all aspects of design, development and deployment in assigned projects
Scope management- ensuring the project includes all work required for successful delivery
Plan management- developing plan, including detailed work plans and managing the project based on the plan
Quality management- ensuing that project outcomes meet requirements
Risk management- identifying, analyzing and responding to project risks
Business management- leverages results from call listening, gathers pertinent data and trends for call monitoring and feed info back to business teams (Product, Marketing)
Reporting, review data provided by multiple sources to determine needs, trends etc
Works with Call Center contacts to gather info, implements projects
Launch and general oversight of all relevant Business initiatives defines, organizes, plans, leads, coordinates, controls and executes complex work efforts to deliver Business line needs
Communicates information for training curriculum and delivery, approves all
Provides input and overall approval for any required agent scripting, IVR scripting, and knowledge base updates
Reviews and approves business line escalation processes when needed
Maintains knowledge of ECS’s products and internal business operations and related strategies
Supports and contributes to achieving company and departmental goals and objectives
Adheres to all company departmental policies and procedures
Manages multiple initiatives simultaneously as needed
Submits regular status reports in a timely manner
Proactively works project issues and keeps management informed about critical issues and their resolution
Actively participates in team meeting and project update sessions
Bachelor’s degree or equivalent experience typically requires 8 years minimum demonstrated strategic leadership experience
Strong project management and organizational skills
Strong customer service leadership experience along with call center experience
Strong leadership skills
Highly motivated and able to take initiative; demonstrated ability to work with minimal supervision
Ability to organize and prioritize
Ability to adapt, thrive and lead through change
Strong team-building and teaming skills
Ability to communicate effectively with both IT and the business
Demonstrated expertise in organizing teams
Experience negotiating with and influencing internal and external team members
Very good judgment, willingness to make decisions and ability to push back when appropriate
Highly reliable to follow through on commitments

Customer Experience Manager Resume Examples & Samples

This position is a key member of the Customer Experiencer team with responsibility in complaint resolution
The role maintains strong working relationships with range of stakeholders in Global functions and business units to ensure consistent customer service excellence and the achievement of RBWM plan and in accordance with regulatory requirements
The jobholder will need to have strong communication, negotiation and critical thinking skills as well as the ability to make decisions and judgment calls on a daily basis
Day to -day internal working relationships are with
Business units – ensuring controls are in place, adequate and protect the business, tracking and remediation of issues
Handling customer complaints (verbal, electronic and mail) and resolution across all RBWM channels
Referrals to Regulatory bodies/Reputational impact
Minimum of 3 years proven and progressive customer experience or equivalent
Strong knowledge of the customer service concept and its impact on customer relationships
Sound knowledge of the Bank’s operations, products, policy, procedures and delivery systems
Strong knowledge of customer base in the target market
Understanding of analytics, customer insight and the needs of the customer
Ability to work in a complex environment
Proven ability to persuade and/or influence others in order to provide and obtain information relevant to the programs
Knowledge of products, processes and pertinent regulations affecting their delivery
Bachelor’s degree in business, related field or equivalent experience
Proven organizational, analytical, decision-making, lateral thinking, influencing and interpersonal skills
Strong verbal and written communication skills and diplomacy to seek co-operation from business units and influence management in resolving complaints to produce customer satisfaction
Strong ability to credibly interact with senior management
Highly developed inter-personal skills for dealing with a diverse range of stakeholders
Ability to handle multiple projects simultaneously, prioritize existing workload, adapt and respond quickly to changing demands and market conditions

Customer Experience Manager Operations Resume Examples & Samples

5+ Years’ of experience in Customer Experience / Contact centre domain in and renowned Telecommunication operator
Good understanding of the Telecoms market and drivers of customer satisfaction and advocacy
Basic understanding of IT and Network Technology
Basic understanding of Charging and Billing Technology (Huawei)
Basic Project Management skill
MBA preferred
PRINCE2 Foundation preferred

Customer Experience Manager Resume Examples & Samples

Identify and champion areas of differentiation for the Co-Brand Partnership Card programs
Act as the "voice of the partner" in the many enterprise TD and USBC projects that will touch/impact the partnership programs
Establish and maintain an understanding of the current state of customer experience within the Co-Brand partnership Cards business
Provide input and guidance to a vision for customer experience focusing on opportunities for organizational effectiveness
Lead consumer experience governance: works closely within the functional operations teams and front office groups to influence product, process, policy and marketing initiatives
Ensure Co-Brand Partnerships within TD is a best run, integrated, customer focused, growth business
Over time, as new partnerships are added, spearhead the strategy and building of a Customer Experience team for the Co-brand Partnership business
Lead the development of next generation capabilities that will create a world-class customer experience for Bankcard via all customer contact channels
Identify and champion areas of differentiation for TD Bank within the customer experience space
Develop Customer Experience strategy across the Consumer & Business segments and deploy solutions that drive consistently strong and industry leading interactions for our targeted segments
Lead and develop consistent delivery of consumer value proposition for the line of business
Provide input and guidance to a vision for customer experience that focuses on opportunities for increased organizational effectiveness
Lead Consumer Experience Governance: works closely with the functional operations teams and front office groups to influence product, process, policy, marketing decisions
Establish and maintain understanding of current state of customer experience within Bank Card
Lead the digital, phone, and mail touch points around the customer experience and touch point

Customer Experience Manager Resume Examples & Samples

Prioritizing team assignments and efforts
Supporting and enhancing the QA methodologies to ensure delivery of predictable, high-quality product releases
Helping to define quality practices and metrics which serve as strong predictors for the post-release customer experience
Building up appropriate manual and automated test inventories to drive efficiency and productivity across the organization
Timely identification and mitigation of technical and non-technical risks, helping the team remove impediments
Collaborating with counterparts distributed across the US, Canada, and India to ensure proper integrations of products and services
Communicating the status and key quality metrics to leadership teams, and help drive improvement as necessary
Participating in development plan and performance reviews of direct reports
Reinforcing company values and culture in day-to-day behaviors, management style, and expectations of employees
Bachelor’s degree in Computer Science or similar discipline required, Master’s degree preferred
3-5 yrs direct management experience with quality assurance teams
10+ years of software quality assurance or software development experience
Experience working in a fast-paced, Agile/Scrum engineering environment, delivering incremental software with high quality
A solid engineering foundation indicated by a demonstrated understanding of product design, life cycle, software development practices, and support services
Demonstrated people management skills building and developing high performance teams
Enthusiastic leader with a driver mentality
Key skills include an ability to organize and motivate a team, analyze and resolve risks, execute a project plan and communicate status accurately
Software Domain analyst or Business analyst experience, an asset
Proven ability to convey complex ideas to others in a concise and clear manner
Some travel may be required to our locations in Montreal and India
Ability to stay current and have a passion for new technologies
Experience testing SAAS cloud-based applications, an asset

IT Customer Experience Manager Resume Examples & Samples

Manages execution of the customer experience through effective planning, prioritizing, communication and follow up
Facilitates internal/external communications to ensure messaging strategies and toolsets are consistent and align to target service objectives
Utilization of performance analytics to review and measure the quality of the customers experience and associating service
Coordinate the reporting lifecycle to ensure adherence to PCM practices and satisfaction of client data requirements
Establish relationships with primary client stakeholders as a trusted advocate and services planning and delivery advisor
Work in close collaboration with other PCM service delivery teams to identify and prioritize cross functional service delivery and customer experience projects
Drive client penetration efforts by sharing of all insights with a multi-functional team consisting of sales, pre-sales, and services leadership
Work with PCM and client teams to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences
Analyzing “voice of the customer (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors
Minimum 10 years of working experience post-college. Minimum 5 years experience in the role of Project and/or Program Manager
Minimum 2 years expense in customer Service Management within a technology environment
Excellent time management and organizational skills

Jaybird Customer Experience Manager Resume Examples & Samples

Passionate and Jaybird lifestyle enthusiast
Good sense of humor
Courteous and respectful
Humble and embraces feedback from customers and superiors
Authentic and honest: Will not make up stories to excuse whatever situation we are in
Focus on finding solutions for our customers and making them feel happy. One touch resolution in all areas possible
Reliable: provide a solution by the end of the call, follow up and execute on it
Transform unhappy customers into Jaybird brand lovers
Should connect with the product and the consumer
BS/BA or equivalent experience
10+ years of experience in customer service and 5+ in customer service management
Strong and verifiable knowledge of customer care processes and techniques
Knowledge/experience with Windows Mobile and Android operating systems
Independent decision-making abilities
Experience in the launch of new products and sustaining product quality throughout the product lifecycle
Experience building relationships with external customers and internal stakeholders in product development, sales, distribution, and manufacturing teams
Experience managing vendor performance data
Experience interacting confidently with all levels of the organization
Strong project and change management experience
Willingness to travel required

Customer Experience Manager Resume Examples & Samples

Responsible for consumer experience strategy and execution including systems, people and investment resources
Analyze and create weekly and monthly sales reports and market feedback from internal and external sources to identify key issues, trends, opportunities and market share growth/decline for use in marketing and sales planning purposes
Drive external customer satisfaction as determined by Net Promoter to exceed best in class benchmarks
Develop a thorough understanding of all products and services across Kryptonite’s global product lines and utilize that understanding to provide customers with solutions around their total opening
Manage social media outlets from a customer experience perspective, ensuring customers’ comments are answered on time and with detailed information
Responsible for employee engagement and development including such aspects as performance management, coaching, training, deployment, attendance, rewards and recognition
Manage and drive consumer interactions across various interaction channels including phone, email and self-service
Make financial decisions around resolving customer problems, taking into account immediate costs of the work, business priorities and impact on future business
Develop and lead projects that will drive improved processes and productivity through the Consumer Loyalty Organization
Work directly with customers to resolve their issues and drive loyalty to Allegion
Ensure effective communication to internal and external customers regarding product issues or concerns
Drive the use and accuracy of data entered into CRM
Analyze data from multiple sources to identify trends and drive improvements
Work with sustaining engineering and operations to drive solutions to customer issues
Provide feedback on technical accuracy of documentation and literature
Provide support to Customer Care organization as needed
Drive increased employee engagement
Take ownership of escalated, on-going customer issues and drive them through to resolution. This may include site visits, facilitating RMAs, and/or working with local partners to solve Allegion customer issues
Partner with operations, engineering, SIOP, manufacturing, product quality council and technical support teams on delivery experience and driving continuous improvement
Oversee the warranty replacement, Anti-Theft protection program and refund management function
Manage department costs to budget; provide input to our annual operating plan
Develop and maintain strong relationships with key business stakeholders
Be results and team oriented and foster that culture with others
Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance
Help drive a consistent organizational issue management and complaint handling system within Allegion as part of our overall customer experience strategy to identify issues in the field, escalate appropriately within the organization for systemic issue resolution and communicate as needed to effectively close the loop
Bachelor’s degree or related experience
Minimum of 5 years management experience or equivalent
Experience within the consumer packaged goods industry is desired
Understanding of specialized or unique customer needs and expectations
Collaboration and strong interpersonal skills
Customer-centric with the ability to balance both customer benefits and business financials effectively

Customer Experience Manager Resume Examples & Samples

Able to take a “big picture” view of the Company’s brand and understand what customer feedback means to the Company
Able to analyze individual feedback and draw conclusions and insights to help improve results
Ability to work with functional groups and different level of employees to effectively and professionally achieve results
Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively
Strong organizational skills; ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast paced environment
Self-motivated; able to work both independently to complete tasks and respond to department requests and with others to utilize their resources and knowledge to identify high quality solutions
Between 5–10 years of marketing and/or customer experience/brand management experience required

Digital Customer Experience Manager Resume Examples & Samples

Digital Customer Experience
To innovate and identify new market trends on digital customer journey
To define the digital journey of our customers and partners along the life cycle of our offers
Based on the digital journey, creates the best Digital Customer Experience for them in the Automation Industry together with stakeholders from Industry Digital Community

Agency Customer Experience Manager Resume Examples & Samples

High school diploma required
Advanced education (Post Secondary, College or University) with business emphasis strongly preferred
Valid driver’s license required
Valid passport required
Proficient in Microsoft Office with emphasis on Excel, Windows applications, e-mail, etc
Experience in computer installation preferred
Prior Greyhound experience preferred
Ability to manage multiple locations – up to 55 locations
Prior experience in internal and external customer service preferred
Selected geography’s require bi-lingual (French or Spanish) fluency

Customer Experience Manager Resume Examples & Samples

Bachelor’s degree (General Business, Hospitality or Transportation)
Customer service experience (3-5 years)
Financial analysis, marketing/merchandising and human resources experience (1-3 years)
Management/Supervisory (required)
Training and Motivation (required)
Analytical and Interpersonal (required)
Safety and Worker’s Compensation (required)

Customer Experience Manager Resume Examples & Samples

Customer relationship management, vendor management, and problem management
Technology environments and operations support to provide the services to various business areas of the firm both on and off shore; and,
Liaising with Market Office Leaders to ensure consistency of service delivery in the market and coordinating with all other local IFS functions in their local markets

Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to senior level leaders while also summarizing and presenting out the tactical details to the sales, ops and underwriting leaders
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Operations, Underwriting and Sales channels including but not limited to; Marketing, Communications, Product Development, PMO, Learning & Development, Human Resources, Finance and Technology
Produces high-quality project documentation
A Bachelors degree (or equivalent experience) in Business, Finance, Economics, Business Administration or related discipline
A minimum of 5 years in Project or Change Management in the financial services industry; Mortgage Banking experience preferred
Experience in process design and management including proven success in process design, optimization, analysis and documentation
Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to the front line employees and customer satisfaction
Previous experience managing teams with cross-functional program leadership impact
Proficient in MS-Office – specifically Excel, Word, Power Point, Visio
Demonstrated leadership skills

Customer Experience Manager Resume Examples & Samples

Manage complaints, data and metrics for the customer experience
Create dashboards / feedback to provide the business
Lead projects and track / manage updates
Monitor and craft call experiences for customers
Managing process / customer journey maps
Manages the daily responsibilities of the Customer Experience team, including performance, communication and overall standards of delivery
Manages, develops, coaches and motivates Employees to achieve the group's accountabilities
Ensures performance and strategic plans are executed properly Oversight of all activities related to Customer escalations, ensuring compliance with the Complaint Handling Policy
Align reporting to Chairman's Service Center, ensuring accuracy and integrity of data
Ensures that results are communicated to Lines of Business accurately and within a timely manner
Assumes additional responsibility related to high level assignments
Interacts with Regulatory bodies and agencies to respond to Customer escalations
Assists in projects with and for Customer Experience partners bank wide
Provides leadership and direction to enhance and improve processes and practices within the department
Leads and applies the performance management process, supporting Employees in their personal and performance development
Maintains strong relationships with partners and peers by sharing best practices, knowledge and leveraging experience
Ensures ongoing training and development of staff and assist with training and development efforts
Provides mentoring and coaching to assigned Employees
Participates in the selection, placement and training of new team members
Develops and evaluates employee performance, prepares appropriate action plans and conducts performance reviews
Enhances reward and recognition programs
Participates in meetings and coaching sessions
Work with other department leaders to perform trend analysis, information gathering, performance feedback and other related activities
Ensures department is positioned for satisfactory audits and exams
Ensures that team members successfully complete all required online training and that Compliance/Risk controls are followed
Adheres to TD Banks Code of Conduct

Senior Customer Experience Manager Resume Examples & Samples

Define the overarching program strategy in alignment with channel and enterprise goals
Establish the overall program structure, including the definition and scope of all sub-projects, support activities, and requirements. Articulate the tactical inputs & outputs. Set stakeholder expectations and ensure that deliverables are aligned with program business goals
Establish KPI measurements and quality control points to track and report on the program health and progress towards program goals
Develop strong cross-functional working relationships and stretch the performance of internal and vendor resources
Adjust resources and organizational structure as the focus and goals of the program change to ensure efficient delivery of results
Influence and manage the factors that create change and scope creep. Help others understand the implications of changes; negotiate with stakeholders, vendors and internal teams to keep the program on track
Perform program resource planning and allocate resource spending
6+ years of formal project / program management work experience
Successful track record in managing large programs at Fortune 500 companies
Leadership skills in strategic thinking, relationship building & influencing, results focus and inspirational leadership
Excellent program and project management knowledge, including the ability to manage and implement large programs. Experience managing cost, scope, and vendors. Ability to oversee the formal planning, tracking, and reporting of program performance
Advanced knowledge of and experience with resource management, including experience with financial principles, forecasting techniques, and the ability to analyze and prepare complex budgetary statements and to calculate ROI
Deep understanding of ecommerce, telesales, digital marketing, and supply chain operations
Understanding of the wireless industry and financials, including channel performance metrics and KPIs
Excellent analytical and communication skills
Advanced skills in Excel, PowerPoint, and Office products

Customer Experience Manager Resume Examples & Samples

Ensure a great IKEA shopping and brand experience to drive repeat visitation to IKEA
Utilize customer insights to improve customer satisfaction and ensure a seamless shopping experience
Lead the customer experience team (active selling leader, loyalty leader and customer service manager) and ensure the competence needed to excel in the execution
Ensure a better understanding of the local customer, market and community to enable a better local connection to the store experience, solutions, and commercial calendar
Overall responsible for local community involvement and stakeholder relations, including public affairs
Be an active member of the steering team and partner of the commercial team and responsible for customer centric local actions that support the national BPL and tactic plan
Monitor performance against agreed goals and KPIs and ensure actions are taken accordingly
Overall responsible for the 10 customer expectations and “customer in focus list”, and ensure actions are taken in partnership with stakeholders
Ensure the implementations of working routines, competence development and follow up of Commercial Review and Compliance related to the role and functions
Bachelors Degree or equivalent experience
Understanding of customer relationship business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment
Experienced in creating and implementing long-term strategic plans, action plans, meeting agreed budgets, providing clear directions and following up goals
Self-confident and determined decision-maker with the ability to influence through the use of customer insights
Knowledge about how to manage and develop complex processes
Knowledge about other IKEA organizations and their working methods
Ability to lead in a changing environment
Strong organizational skills and the ability to prioritize
Proven record of a successful senior management position in a people-centric organization
Ability to inspire others

Customer Experience Manager Resume Examples & Samples

Drive innovative impact...continuously assess, and if necessary, redesign processes to ensure that they are sustainable and scalable to drive ease for customers and employees across the care experience
Utilize key metrics and leading indicators to understand how we are performing for customers and identify priorities to improve
Represent the Care Team on implementing key initiatives and support new product offerings
Own end-to-end successful delivery of initiatives through collaboration across functions and organizations
Benchmark other Care organizations (internal and external) to leverage best practices in maximizing operational efficiency and employee/customer delight
Partners with local and network operations and other teams to ensure proper utilization of resources and achievement of service level and financial objectives
Allocates resources for staff sharing, workload balancing and short-term forecasting
Performs real-time management of all Call Center operations metrics
Assists in developing strategic customer service and technical support initiatives

Customer Experience Manager Resume Examples & Samples

Gathers intelligence related to the wants and needs of current and targeted customers
Use market research and internal data and analysis to inform insight and decisions
Drive discussions regarding customer experience data points with key stake holders across functions and levels
Share data that compels stakeholders and leadership to consider customer impact in their decision making
Proactively submit recommendations based on research, experience, and industry knowledge
Effectively manage trade-offs between customer benefit/requirements versus call propensity/costs
Evaluate projects and initiatives to determine impact on customer experience and measure accordingly
Proven experience in a similar role
Experience with Voice of Customer data and sampling strategies
Demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
Collaborative yet influential; upbeat and convincing but willing to flex or drive when appropriate
Experience with customer-focused organizations that operate globally
Strong analytical background
Strong customer orientation, with ability to decipher and understand customer needs
Fluent in English; other languages a plus
Bachelor's degree or equivalent post-secondary degree

Customer Experience Manager Resume Examples & Samples

Manages the departments under Customer Experience Scope (Customer Experience Support and Customs)
Coordinates GSC doted-line
Ensures the consistent delivery in line with the brand
Contributes to the Commercial Pipeline Management
Drives and builds strong relationships with customers
Plans and deploys the understanding of Customers business and needs to the Customer Experience Organization
Ambassador of the Living Orange and customer experience continuous Improvement
Deploys objectives and ensures its alignment among the Customer Experience Departments
Review team performance and identify possible issues in order to provide better service
Drives overall continuous improvements opportunities and Change management
Deliver agreed sales targets based on quote follow up and assigned internal sales customers ensuring focus on segmentation drivers

Customer Experience Manager Focus on Process Improvement Resume Examples & Samples

Blue Chip Manufacturer, multiple channels and distribution points
Management of Customer Feedback System and Customer Insights analysis
Influencing of Key Stakeholders to drive a better customer experience
Considerable experience in a Customer Service environment
Experience of managing Customer Engagement programs, preferably in a manufacturing and/or distribution environment
Previous experience of customer lifecycle management and managing Customer Feedback systems, analysing customer feedback data to develop strategies to improve the customer experience
Understanding of customer ordering and billing systems
Proven success in improving customer feedback KPI’s
Demonstrated experience in identifying, building and growing successful and ongoing business relationships with key stakeholders of all levels, with successful results achieved
Excellent interpersonal and communication skills, including an ability to influence others with diplomacy, tact and discretion, and confidently communicate with senior stakeholders
Appropriate tertiary qualifications

Nespresso BB Customer Experience Manager Resume Examples & Samples

Develop new insights from internal analysis (market assessments, CRM data, interviews), customer feedbacks (surveys, interviews), external competitor benchmarking, and industry trends to define B2B Customer Experience goals and strategy (e.g. customer journey analysis)
Work with cross-functional colleagues in HQ and Markets to define the B2B Customer Service roadmap, including prioritization of initiatives, and development of business cases
Define project objectives and scope, work with cross-functional colleagues, markets and IS/IT to build project charters and lead development, implementation & support
Recommend market organizational set-ups related to field of expertise
Ensure knowledge sharing and industrialize roll-out across markets
University degree or equivalent, MBA
At least 10 years’ of experience in managing transformational business projects with a focus on B2B customer service
Project management and/or consulting experience, with a strong grasp of translating business needs into IS/IT initiatives
Demonstrated ability to engage with senior management
Good understanding of B2B industry practices
Fluent in English, French is an asset

Customer Experience Manager Resume Examples & Samples

Directs CAO and USCM in understanding current-state customer experience for owned lifecycle stages. Orchestrates voice-of-customer led journey mapping techniques, to include activities such as analysis of surveys and operational metrics, customer focus groups, frontline employee focus groups, RCPS/LMS-identified opportunities, existing functional pain point/opportunity analysis, etc
Leads group of CAO and other USCM Managers in designing future-state customer experiences that improve NPS, based on new current-state knowledge
Presents current state findings and recommended future-state design to functional heads, Senior Vice Presidents, and Managers across USCM. Negotiates recommendations with leadership, finding balance of CX improvement and operational efficiency
Leads planning and budgeting process for CAO projects within the employee’s owned lifecycle(s)
Leads CX advisory panel that opines on and influences all customer-facing projects across USCM, including PL, Safeco, and Integration. Works with and advises Senior Vice Presidents and Managers on how to enhance CX of various projects
Leads CAO and USCM to ensure owned lifecycle is a consistent and seamless set of experiences that meet the needs of various customer types
Consistently collaborates with Lifecycle Owner and Channel Owner peers to ensure a consistent end-to-end customer experience
Manages assigned individual contributors in various departments and divisions to ensure the completion of work in a timely and efficient manner
Prepares periodic written reports for Senior Managers regarding project status and keeps Senior Managers informed of project direction and re negotiates direction as necessary
Bachelors degree and at least 7-9 years of relevant experience. MBA preferred
Advanced analytical/problem solving and research skills
Collaborative disposition with a proven ability to influence leadership and indirect peers
Ability to work independently and lead cross-functional groups during projects

Customer Experience Manager Resume Examples & Samples

Support credit proposal write-up (RM needs to provide initial info to CA to complete the whole proposal)
New proposals to be completed by RM and checked by CA, while straight annual reviews by CA and checked by RM
For new proposals, CA assists RM by performing the following
Good risk assessment skills
Sound products & industry knowledge
Familiar with China policies and regulations
Effective communication and problem solving technique
Sharp business & customer focus
Strong communication skill

Customer Experience Manager Resume Examples & Samples

Core focus areas and key accountabilities
This position requires a High School education or equivalent. BS degree helpful
2 years or more of retail managerial experience preferred
Experience with class 6, 7 and 8 semi truck mechanics and or lubrications helpful
Excellent people relations skills
Able to lead by example
Build trust and respect to promote store success

Customer Experience Manager Resume Examples & Samples

Work with the WI and UK financial services leadership team to define the core DC end investor propositions and create tailored customer value propositions and best in class personal experiences aligned to the WI Vision and our key customer segments
Create and maintain proposition definition documents for core services, products, tools and activities. Ensure that proposition requirements are derived from (or at least aligned to) internal / external customer/ market data, feedback and research. Ensure that all documents are clearly articulated, expressed in the voice of the customer and have a strong external or market dimension and are aligned with the WI vision. Work effectively with internal product suppliers responsible for the delivery of the change agenda and day to day management of the product lines
Take end to end proposition and customer responsibility for aspects of WI activities such as target audiences, behavioural segments, product areas and projects with a focus on the proposition, customer experience / engagement, journeys, pricing, policies and service model. Act as first point of escalation for decision making and issue resolution
Work with the internal change program to ensure that WI member requirements for core work streams and proposition enhancements are clearly articulated, expressed in the voice of the customer and are aligned with customer feedback, satisfaction drivers and commercial priorities. Act as first point of escalation for decision making and issue resolution. Act as a point of review and sign off
Oversee the identification and delivery of improvements to our end to end customer journeys and our approach to customer engagement in line with the WI vision to deliver great customer experience
Identify internal and external commercial and innovation opportunities through analysis and understanding of the long term global savings and investment market and best in class approaches outside of financial services across customer needs, distribution, providers, disruptive propositions, and regulatory environment, competitor and technology changes
Proactively collaborate with the central teams (customer experience, digital, client services etc.) teams to ensure both strategic and tactical changes are aligned to WI requirements. Act as a point of escalation, review and sign off
Work collaboratively with other channel proposition teams to ensure best practice, customer feedback and plans are shared, leveraged and coordinated effectively
Co-ordination of all the inputs into the DC Rocks programme including NPS, Relationship Director feedback, Customer Services including Complaints, DC Customer Forum, Member and Client Surveys and Web Prioritisation as well as synergies with other Fidelity worldwide Rocks programmes
Champions Customer Experience Improvement initiatives – driving suggestions forward. Act as a lead for “Voice of the Customer” for other stakeholders and business units to ensure the customer view is considered when making improvements
Detailed understanding of UK pensions, investments and benefits
Detailed understanding of UK pension and investment regulation, taxation and legislation
An excellent understanding of Workplace client segments and their current and future needs
Highly developed strategic and commercial mind-set, forward thinking, innovative
Highly credible in leading and conducting client experience and contact
Enthusiasm and drive to ‘get things done’ with a variety of customers and stakeholders
Customer centric with a key passion for doing the right thing by the customer

Customer Experience Manager, Ikea Resume Examples & Samples

Strengthen the position of the IKEA Brand on the market with particular focus on ensuring a positive shopping experience that creates trust in IKEA before, during and after their visit
Secure a seamless and consistent customer experience at all customer touch points and channels by understanding the customer journey
Be an ambassador of the changing customer behaviors and expectations, leading in a way that has the organization thinking and acting multichannel in everyday work; ensure current and future requirements for all available channels
Create pre-conditions for and deliver with high standards the implementation of processes and rollout of the upcoming multi-channel retailing initiatives

Customer Experience Manager Resume Examples & Samples

Demonstrate and be able to share a clear and comprehensive understanding of HCSC’s key customers, influencers, business and capabilities, especially in the context of informing, guiding and shaping supported initiatives
Articulate and help develop the customer experience point of view and strategy and relate it to work efforts
Manage the development of and adherence to customer experience standards
Guide consultants in incorporating and leveraging established methodology for measuring customer experience improvements
Translate customer feedback into actionable feedback
Examine trends in data to identify systemic issues and/or improvement opportunities
Act as customer experience champion among peers and project teams
7-10 years of experience in a customer support or experience design function
Demonstrated experience with design methodology
Knowledgeable about voice of customer programs and tools
Graduate degree in marketing, design or human factors
Experience managing a team of professionals
Health care experienceIL - Chicago, TX - Richardson, TX - Austin

100

Customer Experience Manager Resume Examples & Samples

6 years’ of wireless experience; previous experience working within or supporting Retail or Care channels
3 years’ project or program management
At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen

101

Active Selling & Field Customer Experience Manager Resume Examples & Samples

Demonstrates passion to provide a great IKEA shopping and brand experience to ensure customers feel that “I can shop – I like to shop - I love to shop” at IKEA
Develops the customer journey strategy with a future mind-set and oversees that the organization understands the customers’ needs, wishes, and dreams and truly cares and sees the customer as individuals, in all markets
Encourages a high level of customer centric competence in order to provide an outstanding multi-channel shopping experience
Supervises the development of product knowledge tools to secure all co-workers are Home Furnishing experts
Verifies that all areas of the business understand the importance of having the right staffing level to meet the fluctuations in customer activity
Monitors working routines, auditing, and competence of compliance related to the role and function
Contributes to the creation of the country business plan by networking with the global customer relations team and colleagues in other countries to share good ideas and successes, learning from what has worked and what has not
Monitors and facilitates follow-up of both Sales and Customer Centric KPI’s to understand how IKEA can continuously improve the meeting with the customer
Understanding of customer relationship and sales business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment
Proven experience of being a valuable contributor to customer satisfaction and national results
Ability to communicate confidently and clearly in the local language(s) and English

102

Global IT Customer Experience Manager Resume Examples & Samples

Lead Global IT Customer Experience Teams - Hire, lead, and rive performance through ongoing coaching, training and career development to create best-in-class methodologies for an exceptional customer experience
Represent and champion the voice of the customer to ensure a customer-centric approach. Reinvent the customer experience through the development and creation of customer-centric processes by looking at them from the customer perspective
Ensure global consistency and adherence to established policies and procedures, quality of service standards and challenge any initiatives that are not customer focused by proposing solutions that meet customer needs
Utilize survey technology allowing customers to provide feedback using multi-channels including on-line, email, SMS text, chat or mobile applications
Collaborate with cross-functional partners to cross pollinate solutions that support a global customer experience strategy
Manage improvements in the customer experience while exploring beyond traditional data sets and implementing an emotional analytics framework to better understand how our customers are communicating with us within our internal tools and the Facebook platform
Manage the appropriate budgets and consult with senior leaders within the organization to drive staffing, workforce planning and career growth
Establish clear and measurable goals for the teams
Develop applicable metrics and track achievement of goals
Actively drive a nimble and near real time response to customer requests globally with not just the vision but also the building of a roadmap that focuses on the building blocks for short, mid and long term deliverables with a keen eye towards a data driven approach
Optimize Customer Lifecycle - Liaise with internal cross functional partner teams to better understand their roadmaps, challenges and drive towards the improvement of customer engagement and satisfaction. Own and drive efficiencies and improvements for the customer experience lifecycle - the sum of all experiences which our customers will have with our teams during their career at Facebook staring on their first day in orientation
Participate in the development and ongoing refinement of customer personas and journey maps, identifying areas of dissatisfaction in the global customer experience and developing design improvements, listening to the voice of the customer with a data driven approach
10+ years experience in a leadership role with proven team development and change-management skills
7+ years experience developing and driving a KPIs based organization, looking at performance metrics that drive continuous improvement
7+ years experience in a role with a proven systematic overall knowledge of the customer service experience and demonstrated ability to perform analysis of performance metrics
7+ years experience in roles which organized aggregated customer data to analyze trends and feedback while leading teams to manage and develop plans based on emerging customer needs/requirements
7+ years experience in roles which focused on the continuous improvement of delivering customer service while responding with sense of urgency to resolve escalated customer concerns/complaints
5+ years in a technical role within IT organizations (networking, security, system administration/dev ops, infrastructure administration) which provided heterogeneous Mac/NIX and Windows based solutions/support
5+ years experience creating customer retention, on-boarding policies and procedures
5+ years experience to managing programs from concept to deployment

103

Customer Experience Manager Resume Examples & Samples

Manage the online Customer Experience portal to ensure all materials and content are up-to-date and easily accessible to the organization
Distribute Net Promoter Score (NPS) scorecards to management and clinic staff to educate on voice of the customer results
Create and maintain a calendar of organizational, departmental and functional events/meetings appropriate for customer experience team members to present or where CX content will need to be created/provided
Prepare and maintain the CX project pipeline—managing ongoing updates, reporting, and follow up
Prepare written reports to keep team members and stakeholders informed about project status
Assist in the delivery and follow up of 100+ 2-day CX workshops across the country, including scheduling, logistics, materials, communication and measurement
Assist with logistics for the delivery of CX workshop event(s) for 100+ corporate staff
Partner with various departments including Customer Experience, Marketing, Market Research and Operations, HR, Leadership Development, Operations, and IT to understand customer needs and implement programs to educate on delivering exceptional customer experiences
Work collaboratively with external strategic partners, as necessary, to monitor, manage and deliver CX work products
Manage the department’s budget, ensuring all projects are closely monitored, and within agreed upon specifications. Follow change order process, as needed, to account for all changes in scope
Track all pending, completed and approved vendor statements of work (SOWs) and Purchase Orders (POs)
Identify, gather, and share internal and external best practices and conduct other internal and external research as directed
Assist with and/or lead other projects as assigned
3-5 years’ related experience
Exceptional attention to detail
Strong analytical thinking; Ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
Ability to multi-task in a fast-paced, cross-functional environment
Proven problem solver and generator of new ideas

104

Senior Customer Experience Manager Resume Examples & Samples

Manage the Customer Experience activation and sustainability programs to ensure practices are being adopted and resources are accessible across the organization
Partner with the Center for Leadership and Professional Development (CLPD) to manage the delivery and follow up of 100+ 2-day CX workshops across the country, including scheduling, logistics, materials, communication and measurement
Partner with various departments including Customer Experience, Marketing, Market Research, HR, Leadership Development, Operations, and IT to continually understand customer needs through a comprehensive voice of the customer program
Create new programs, content and tools to educate and inspire employees in delivering exceptional customer experiences
Partner with external strategic partner to design and deliver a CX workshop event for 100+ corporate staff
Assist in the development of the CX communication strategy across all levels and functional areas of the company, provide project management for the execution of that strategy and utilize internal communications tools and processes to track and increase communication effectiveness
Identify opportunities for continuous improvement and measure effectiveness of programs
Integrate and analyze Voice of the Customer across multiple channels and distill/disseminate insights to the appropriate internal stakeholders
Assist with or lead other projects as assigned
5-7 years’ related experience
3+ years’ experience at a Manager level
Knowledge of customer experience strategy a plus
Healthcare experience a plus
Strong project management skills and proven track record in managing complex projects
Effective communication skills, both oral and written
Self-starter; resourceful
Ability to multi-task and manage multiple complex projects and competing priorities in a cross-functional environment
Collaborative and works well independently
Ability to convey concepts and present information/solutions to various levels of the organization
Ability to build strong relationships among peers, internal partners, external constituents and decision makers to enable progress

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Regional Customer Experience Manager Resume Examples & Samples

Maintains and enhances consistently high standards of product sales, quality and service. Outlines action plans with dealer support staff to effect change in dealerships to improve the customer experience and build customer loyalty
Supports implementation, communication and administration of national programs that incent and reward top performing dealerships’ sales associates and owners on improving and maintaining the highest levels of customer sales and customer service quality. Monitors Consumer Affairs and other national customer research and contact functions to identify and incorporate positive practices into dealerships and escalate patterns of customer issues for company action
Routinely analyzes sales satisfaction survey results and all customer contact sources to evaluate feedback and customer interaction information within region
Manages the regional customer satisfaction reviews with National held every quarter
Develops corrective action plans with Dealer Operations Managers (DOM) and Fixed Operations Managers (FOM) for improvement within assigned dealerships
Coordinates with the National Aftersales Dealer Support team to ensure regional Dealer Technical Specialist staff is dispatched both appropriately and efficiently to assist dealers in hard-to-fix customer issues
Provides effective and timely communication, training and support regarding dealer reward programs such as Owner First Award of Excellence, etc
Analyzes dealer and FOM and DOM authorization patterns and trends to determine methods for goodwill expense reduction while maximizing customer satisfaction index scores
Coordinates with regional marketing on aspects of media campaigns addressing or promoting the customer experience
Works with Regional Aftersales Development Manager to evaluate impact of service certifications on customer satisfaction and retention

106

Customer Experience Manager Resume Examples & Samples

Manages the customer experience team responsible for providing support to distributors, the sales team and general business operations. Must be a team player and a self-starter that can cope with changing information and heavy inter-departmental interaction
Owns, drives, and evolves specific business processes as assigned
Manages the staffing of the customer service 800 line
Establishes processes for orders and account management including delivery negotiation, expediting and order status communication within an industry and geographical location
5-7 years customer service and call center experience
2-3 years supervisory experience in a customer call center environment
Sales or marketing experience a plus
Ability to develop intimate customer knowledge
Creativity and risk taking
Drive for learning & development
Work independently to maintain the integrity of databases
Bachelor’s Degree (Business Administration, Finance, MIS, or Computer Science major preferred)

107

Customer Experience Manager Resume Examples & Samples

Managing the customer handover centre and the end to end experience
Providing direction and management of the team responsible for the customer facing delivery – observing, monitoring, driving and challenging team performance
Escalation point for customers who have experienced an issue with their handover or the company car process
Escalation point for employees seeking additional advice or clarification of process
Presenting monthly reports and KPI’s to the Account Director demonstrating performance against key deliverables
Managing volume peaks and resourcing requirements within an SLA agreement to ensure the optimal use of resources
Delivering and exceeding KPI performance and ensuring vehicles are being handed back efficiently
Keeping up to date with the industry and reviewing new initiatives which may be of benefit to the customers
Continuing to evaluate processes from end to end and identifying efficiencies and improvements
Planning and resourcing of the team to ensure all handover appointments are covered nationally
Proactively approaching Health & Safety and the welfare of colleagues and customers achieving upon any concerns
Having a flexible approach to workloads, supporting other colleagues as and when required
Maintaining the customer environment, ensuring it is clean and professional at all times
Supporting your line manager with tasks relating to the delivery of the service as and when required
Working with the management team to suggest improvements on managing the customer journey
Maintaining the facilities to a high standard suggesting additional services which add to the comfort of our customers
Strong communication skills at various levels
Able to assess individual customer needs
Strong administration skills
Proven track record in a customer service environment
Automotive industry experience
IT literate and able to adopt new technologies
Experienced in using Microsoft Excel, Word and Outlook
Excellent communication, both verbal and written
Good education in core GCSE subjects

108

Customer Experience Manager Resume Examples & Samples

Lead the critical and primarily process improvements to increase efficiency in front of the customers
Map critical processes providing a solutions to simplify and optimize the current setup
Partner with the JNJ Vision Care business functions to understand business needs, targets and priorities. Frame the business functions requirements for internal and external processes and procedures
Represent JNJ Vision Care in front of other JNJ sectors in Russia including Shared Service supporting the effectiveness and customer oriented approach for Vision Care operations
Provide proactive management including: develop and update the current internal and cross-functional processes, evaluate risks, develop appropriate roadmaps, regular validation, prioritization based on business need and value
Work with internal and global Compliance, SOX, TAX and legal departments to build procedures according to required standards sharing a global experience for excellence and efficiency
Lead Change management activities by updating and developing procedures, providing trainings, communication and supporting documentation
Detail processes and systems to explore opportunities to standardize and harmonize using the best practice, local and global experience
Partner with local and global IT organizations and Stakeholders to ensure that the best IT practice are used to provide the best customer oriented service
Provide the project management to ensure successful and timely implementation of any projects or initiatives related to process improvements000019S7

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Senior Customer Experience Manager Resume Examples & Samples

Oversees teams and/or manages the execution of creating training documentation
Develop and maintain a consultative relationship with key stakeholders to identify curriculum requirements
Contributes in departmental strategy and the development of the training roadmap including represent needs at leadership meetings
Works as liaison between the FSC and Field Sales teams to ensure a consistent, best in class training experience which represents the T-Mobile brand. Recognizes and identifies key organizational needs or strategic gaps. Works cross-functionally to develop solutions and execute them within the Field Sales team
Translates strategy into tactics for Field Sales employees. Solves and provides the “How”. Creates curriculum and tools for training and communicating with the field
6 years of wireless experience; previous experience working within or supporting Retail or Care channel
Principles and standards to define desired interactions and standards of behavior
4 to 6 years of experience managing a training or curriculum team
Bachelors Degree. Training, Communication, Business
LI-B2B-SR1

110

Senior Customer Experience Manager Resume Examples & Samples

Ensure consistent and effective day-to-day management of resources to maximize efficiency within the department and attain National Customer Satisfaction & Quality, Customer Service, and company goals and objectives
Provide and/or manage Quality subject matter expertise resource for project teams, initiatives, operations process support, and Customer Service training curriculum development. Provide direction to internal quality audit teams to ensure Quality standards are cascaded uniformly throughout organization
Analyze productivity reports and team procedures, practices, and processes on a regular basis for use as basis for recommendations to improve team efficiency and effectiveness, and increase customer and employee satisfaction; create and implement action plans to achieve objectives
Proactively identify opportunities to drive improvement in Customer Service Initiatives
Contributes in departmental strategy and the development of the quality roadmap including represent needs at leadership meetings

111

Customer Experience Manager Resume Examples & Samples

Respond to customer emails, thereby providing training or aiding in resolution of issues
Extensive communication skills, both written and spoken
Time management and personal goal-setting
Self-discipline to learn new functionality as it is developed and released
Maintain open communication channels with customers and other teams at HCHB
Adhere to HIPAA policies of Homecare Homebase
Additional duties and responsibilities as assigned

112

Senior Customer Experience Manager Resume Examples & Samples

Mentor less senior Customer Experience Managers
Prioritize and occasionally resolve reported issues
Research software functionality to create effective business procedures for customer and to identify application bugs
Work well under the pressure of multiple projects and deadlines
Advanced outlook management in the form of schedule management and email management
Provide training and direction to other teams within the customer services department
Train employees new to the team

113

Digital Customer Experience Manager Resume Examples & Samples

Understand the needs of our customers online and address them
Increase the business impact of our releases & the velocity at which the impact is realized
Product Owner for our A/B testing backlog and inform development prioritization
Document the digital customer journey maps for key ITD personas
Conduct gap analyses to determine critical gaps in the customer experience
Collaborate with ITD stakeholders to understand business needs online
Identify digital touchpoint conversions & drive for improvement
Provide guidance on prioritization for experience updates in web backlogs
Act as an accelerator of our continuous improvement process
Close the loop on customer and stakeholder feedback
Incorporate local needs into experience improvements

114

Customer Experience Manager Resume Examples & Samples

Manages staff, including prioritizing and assigning work, conducting performance reviews, and overseeing the development of staff
Develops, tracks, and publishes customer experience metrics; analyzes results and identifies opportunities for improvement including GO103A data, internal measures, and customer survey results
Collaborates and supports district operations via the Customer Service Partner program
Develops, maintains, and continuously improves the Company’s Customer Service and Management training and certification programs
Provides oversight, improves, and maintains the Home Protection Program(HomeServe) in the areas of case resolutions, regulatory compliance, vendor relations, maintenance of the existing product lines, designs, and roll out of new offerings
Leads and project manage corporate initiatives to improve customer service and operational efficiency
Collaborates with team members to provide excellent functional support for the Oracle Customer Care & Billing, Kloudgin, Customer Portal, and other enterprise level applications
Works closely with the Director of Customer Service to set the strategic and tactical plan for the customer experience area and prepares for district/executive management presentations
Performs budget planning and tracking, employee career development, performance management, and other general management duties
Perform other duties as assigned to fulfill business operational needs and objectives
Bachelor’s degree in Business, Customer Service, or Communication and/or equivalent relevant experience
Five years of progressively responsible experience in customer service
Three years of experience as a supervisor, manager, or project manager
Two years of project management experience
Passion to provide outstanding service to internal and external customers each and every day
Excellent verbal, written, and presentation skills
Valid California Driver License

115

Customer Experience Manager Resume Examples & Samples

Define and optimize customer lifecycle for desktop, mobile, and mobile apps
Develop customer journey map for the program, listening points in journey
Identify opportunities for continuous improvement and measure effectiveness
Advocate and drive change by partnering with executive management and senior functional leads
Oversee customer experience including: marketing materials, website quality, discount options, customer service and overall digital experience
Oversee the analysis and ongoing intelligence to increase the company's knowledge of consumer and agent expectations and experiences to drive improvements to the Program. Understand the Voice of the Customer and represent this voice within the organization. Partner with distribution to proactively identify upcoming trends, competitive movement and new opportunities to advance the client experience
Manage the Digital strategy across all business functions including: Product enhancements (technology, process or product) New or modified initiatives & recommendations
Understanding of payment processes in both the United States and Globally within the insurance industry
Review Sales and Key Performance Indicators including consumer engagement, consumer website traffic and net promoter score
Generate ideas and recommend adjustments to ensure continued success of program
The ability to digest large amounts of data sets from proprietary and 3rd party data sources
The role requires the Manager, Customer Experience to communicate the analysis of 3rd party and proprietary data to Senior Stakeholders, IT, UX/Design, Content, and Web Development
Prioritize key technical initiatives through sprint planning and resource planning
Understanding of Agile Development
The ability to create surveys that target key personas in order to gather useful and actionable feedback
Ability to use 3rd party Customer Experience/UX tools in order to measure and adapt to Customer demands
The understanding of SEO, Paid Search, Social Media Marketing, E-Mail Marketing, and Content Marketing. It is also important to understand how each marketing and communication channel impacts overall customer experience
Bachelor’s Degree in Marketing or Related Field
Masters a plus

116

Customer Experience Manager BB Esolutions Resume Examples & Samples

Understand and advocate for business partner and user and translate findings into product and service ideas and new concepts
Analyze customer experience journey data and recommend changes
Triage features, assess impact through the use of data analytics
Study market trends and industry best-practices
Develop business concepts and commercial solutions and recommend market trials
Provide leadership and ownership in the development, implementation and testing of mobile and web solutions
Work with UX designer, R&D and IT teams to create Proof of Concepts

117

Customer Experience Manager Resume Examples & Samples

Own the order management cycle from receipt of order through commissioning and customer service and ensure technical specifications and commercial contractual requirements are met fully
Work with the organization to define process cycle times for all functions in the order management cycle and develop world class targets for improvement
Responsible for establishing standards for the Master Schedule and scheduling rules for various product lines from order entry to product delivery
Define and maintain rules for processing orders that are less than the standard lead time; such that 100% on-time delivery can be achieved
Define criteria and process for the order management team to determine and communicate to customers the expected delivery dates based on the customers’ need and or expectations and the capability of the organization
Measure and report on-time performance through all stages of the order management and cycle (Order entry, engineering, production and delivery) to ultimately meet or exceed the delivery date committed to customers
Improve performance of Post Care warranty support, on time delivery of spare parts, etc
Identify and isolate systemic issues to reduce lead times across the order management cycle within and across factories
Set target improvements in lead times across order management cycle
Initiate process to manage and expedite customer change requests to ensure value capture and customer satisfaction
Utilized SAP tools, existing or newly developed, in order to create world class customer experiences that tracks customer orders from PO to delivery and reduces cycle time
Lead the development of applications tools and software/hardware platforms to visualize our customer satisfaction metrics and be able to real time communicate the status of orders to customers and ABB management
Lead the development of customer satisfaction metrics dashboards available to management in real time
Four year accredited degree and 8 years of experience in manufacturing, engineering or project / program management
BS degree in engineering or business administration
Must be familiar and have practical experience with SAP (preferred), MS Word, MS Excel, MS Projects, PowerPoint (all required)
Able to interface and define specifications for modifying existing or creating new tools with the IT/IS development and implementation teams
Project Management Certification, such as PMI is preferred Experience in management of managers is preferred
Experience in direct or indirect management of managers is preferred
Demonstrate negotiation skills in interaction with internal and external customers
Must be self-motivated with a high level of creativity
Complex problem solving skills required
Must be customer oriented
Market knowledge/experience with US based power and electrification products customers is preferred
Experience with engineered power and electrification products ( switchgear, breakers, relays .. etc) is preferred
Experienced in effective presentations
Strong conflict resolution skills required
Experience in dealing with the cultural diversity of a global business environment
Candidates with work authorization that would permit them to work for ABB in the US

118

Customer Experience Manager Resume Examples & Samples

Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting the tactical details to the Care frontline and Care leaders
Has ownership of the requirements on behalf of all customer facing Care channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Care channels including but not limited to; Sales, Marketing, Frontline Readiness, Social Media, Customer Delivery, Engineering, Product Development, PMO, EPMO, , Learning & Development, Corp Communications, Marketing, Finance, IT
Passion to be a SME, a passion for influencing change on behalf of customers and frontline reps
Defines Support Model for the Care channels with a customer focus to include: administration, maintenance, compliance, and technical support of the product or service
Produces high-quality project documentation with no assistance. Documents lessons learned and ability to apply to subsequent projects
Ability to manage multiple projects, deadlines and other functions

119

Digital Customer Experience Manager Resume Examples & Samples

Identify and manage the web and eCommerce UX improvements, prioritize and inform the development roadmap for execution together with the digital team
Collaborate cross functionally with business, marketing, product and technical teams to execute intuitive user experiences for our customers and prospects on WABCO’s web portals
Create and implement user research and testing methods/processes to gather feedback (Satisfaction Surveys, Feedback mechanism, NPS etc.) and translate into actionable outcomes
Decipher current site traffic trends and user behavior into insight for design improvements
Lead projects such as AB Testing to improve overall site conversions and usability by continuously evaluating current user behavior and site design and structure
Create wireframes, site maps, interaction flows and other UI/UX deliverables to communicate the design and flows
Ongoing management of the web Information Architecture (IA) related to content and navigation in close collaboration with the Product Catalogue Team
Measure and report on conversion rates as part of optimizing online customer engagement
Create strong cross functional relationships with peers in other business units to foster shared learning and leverage best practices through a data driven approach
Bachelor’s degree in UX, Psychology, Business (eCommerce), design or related fields, Masters degree preferred
3+ years of experience defining and designing task oriented experiences for eCommerce and websites, experience in interactive web design
High energy independent worker that works fast and enjoys a challenge
Knowledge of how back-end systems such as CRM, marketing automation, profiles, access & entitlement integrate into the digital experience and associated business processes
Experience with Web analytics and A/B Testing tools e.g. Optimizely, Visual Website Optimize is preferred
Experience with Online Survey tools / Online behavior capturing software such as Hotjar is preferred

120

Customer Experience Manager Resume Examples & Samples

30% - This role is the primary leader of the Customer Service team. Responsibilities include talent development and performance management in alignment with the Cargill Leadership Model and the CAN Green Book. This position will coordinate the onboarding and training of resources and also oversee partnerships with vendors who assist in the delivery of customer service activities
30% - This leader will manage the day-to day activities of the Customer Service team. This includes ensuring the successful delivery of support and services for Format Solutions customers globally. This role is responsible for the oversight of service proposals and estimates prior to presenting to customers as well as reviewing and approving time and expense reporting for the team. Ensure the timely response and resolution for all support cases. Define, monitor and report on key service related metrics such as customer satisfaction surveys and case resolution counts
20% - The Customer Service Manager will project manage small service engagements executed by the team. This includes managing to committed timelines and budgets, forecasting resource needs, handling issues, identifying risks and removing barriers to ensure successful delivery to our customers
20% - A key responsibility of this position will be to outline and maintain a strong vision for the team that aligns with the business strategy and prepares the team for advancement in the markets we serve. Define and lead continuous improvement efforts. Foster a culture of collaboration with other teams to unsure customer needs are understood and met. It also includes ensuring that the team has adequate tools and processes to support their purpose. The vision set forth by this leader should encompass capabilities and approaches that will enable Format Solutions to be best in class in our customer interactions
Experience leading people (current team size is approximately 12)
Bachelor’s degree in Management, Computer Science, Agricultural field or in lieu of degree 9 years of equivalent work experience
Minimum of 5 years of experience working in and/or managing customer services & support staff in the software implementation field or similar industry
Demonstrated success managing and delivering the consulting service business development lifecycle including: opportunity identification, proposal development, project cost estimation, delivery resource allocation, completion of the delivery and the collection of post engagement feedback
Experience in managing performance and developing talent within a team
Experience working with teams that are located in several different offices or working out of their homes
Experience in applying innovative ideas into practice
Strong skills in analyzing situations/challenges, developing plans for resolution and navigating towards a positive outcomes
Strong interpersonal skills in terms of effective listening, patience, composure, persuasion and conflict management
Comfortable leading small to medium audience discussions and presentations
Demonstrated collaboration skills
Ability to influence others
Ability to work both across internal groups and with external customers to propose and manage the delivery of value add solutions
Strong motivational and team building skills

121

Customer Experience Manager Resume Examples & Samples

Partnering with the Experience Global Process Owner (GPO) to select and deploy the future Service Enabling Technologies
Demonstrating deep knowledge of Customer Experience processes and associated leading edge tools and systems. Embeds high skill and knowledge levels in to the team
Providing input to the Experience GPO based on insights from the region
Proven track record in delivering high quality customer experience
A passion and interest in emerging trends in customer experience and how this can enhance business performance

122

Customer Experience Manager Resume Examples & Samples

Manage the Cashier, Customer Service, In-Store Pickup, Cash Office, Switchboard, and Firearms Inspector departments
Ensure departments comply with all guidelines set by company policy
Monitor the generation and completion for all back office reports
Partner with cash office to identify and resolve any discrepancies in daily operations
Support Asset Protection regarding possible fraud and/or theft issues/investigations
Perform ‘Manager on Duty’ tasks, including dealing with any customer, employee, or store related issues
Interview and hire qualified employees, coordinate new hire training, and supervise staff on a daily basis
Train employees on legendary customer service and build customer loyalty
Coach and develop department leads and associates by conducting performance reviews, documenting performance issues, and performing disciplinary action when necessary
Create weekly schedules and maintain payroll accuracy in accordance with time and labour budgets
Communicate with employees in an effective and efficient manner and to facilitate morning and evening rally meetings to keep employees informed on in-store events
Perform store opening, closing and the End of Day e-mail report and cash out
Track sales and customer statistics, identify opportunities for improvements and
Maintain general store cleanliness and appearance
Two or more years of retail management experience
Knowledge of and experience in a computerized environment, including the operation and administration of a Point of Sale (POS)
Strong customer service experience, including complaint de-escalation
Excellent money handling skills including auditing and discrepancy investigations
Firearms Possession and Acquisition License is preferred
Good interpersonal skills including the ability to communicate effectively both verbally and in writing
Proficient in office software packages (word processing, spreadsheets, Internet, e-mail, etc.) MS Office preferred
Knowledge and/or experience in outdoor activities and associated products preferred and
Proven ability to work in a dynamic, continuous improvement environment

123

Customer Experience Manager Resume Examples & Samples

Degree level or equivalent
Understanding of the RBWM business and strategy
Understanding of the techniques involved in segmentation and setting long term strategy
Ability to achieve significant change by working across a complex organization
Innovative, self-starter who can make decisions which affect a Global business
Customer drive: anticipate customer needs (internal & external)
Exhibits a strong customer driven mentality and commitment to providing the highest level of service
Must be able to demonstrate the ability to balance a range of competing priorities and evidence the ability to lead a team to deliver multiple outputs at one time requiring delivery to tight deadlines

124

Customer Experience Manager Resume Examples & Samples

The Customer Experience Manager reviews, monitors and analyzes interactions between customers and the organization throughout the customer lifecycle by evaluating associate calls and partnering with business to identify process improvements. Priorities include evaluating, developing/coaching, and motivating associates, along with compiling, analyzing date and workflows with the objective of improving the overall performance
Partners with Business Leaders to identify ways to improve levels of service by utilizing opportunities and best practices to design, build and implement quality customer service experience strategies
Works cross-functionally to develop performance and development solutions to improve business results through increased retention, improved engagement and development of high-performing associates
Delivers and manages quality customer service experience focused performance and development programs, including programs for both leaders and associates, to support corporate values, growth initiatives and reinforce quality standards
Randomly selects and evaluates phone calls based on set quality standards; meets with and leads one on one meetings with assigned associates to review calls and ensure consistent practices in accordance with policies, procedures and all state/federal laws
Coaches, trains and develops associates relating to customer experience, such as empathy, sincerity, ownership, listening, and conflict management
Partners with business leaders to develop associate action plans when necessary, manages and follows-up to ensure adherence to action plans and documents progress
Builds effective relationships with business management and maintains ongoing communication and training with the business leaders regarding Quality programs and processes
Facilitates calibration meetings with the business to ensure established policies and procedures are followed and to sync the business expectations of Quality
May perform business manager functions as needed
Identifies process improvements and procedural challenges, recommending appropriate solutions
Continuously evaluates and enhances workflow to implement best practices
Maintains a comprehensive working knowledge of all systems, policies and procedures
Maintains call monitoring system to ensure that data accurately represents the business environment
Compiles and analyzes statistical data relative to Quality activity
Special projects as requested

125

Customer Experience Manager Resume Examples & Samples

Quickly and thoroughly solve problems for customers when the experience doesn't meet standards
Support our customers across platforms (telephone, email, etc) in an integrated way for seamless service
Identify and contribute to solving priority issues that need immediate attention or resolution
In every interaction with customers: demonstrate empathy and understanding of the customer's question/problem, with a minimum of back and forth messages, and a tone and voice that reflects our brand standards
All written communications should be clear and well-written, free of grammatical errors, spelling mistakes, etc
Identify, suggest, and help implement improvements in the way we deliver the customer experience
Protect the BCBGMAXAZRIAGROUP brand message by maintaining a professional personal appearance
Provide thoughtful, strategic insight regarding customer needs to our cross-functional teams
Additional duties/responsibilities may be assigned
High School Diploma or equivalent required. B.A or B.S degree preferred
Understanding of basic retail processes
1-3 years related customer support experience with stores/e-commerce
Experience building a customer service/call center team
MS Office Suite
POS, CRM, and customer service platforms systems knowledge

126

Customer Experience Manager Resume Examples & Samples

Passionate about putting the customer first, with a focus on customer needs and insight, customer trends, competitor strategies and technological developments
Financial and commercial acumen, able to understand cost and margin drivers within the business and impact of any proposed changes
A track record of working cross functionally to deliver significant change and continuous improvement, taking people with them along the way and the ability to bring out the best in people and teams
An ability to quickly assimilate new information, working in environments with high degrees of complexity and ambiguity, and form cohesive plans
Demonstrates gravitas and an adaptable style to be credible when engaging with and influencing senior audiences. Assertive, challenging and confident with well-honed inter-personal skills
Action-oriented, resilient and persistent, including when faced with difficulties or setbacks
Ability to work on numerous simultaneous tasks, see the whole picture and develop well rounded plans
Strong analytical, critical questioning, problem solving and process improvement skill set
Strategy consulting and/or project & programme management in a fast-moving retail environment is highly desirable

127

Customer Experience Manager Resume Examples & Samples

Proven track record to engage across multiple business lines with all levels of management
Advanced in Excel and Powerpoint development
Proficient in the analysis and reporting on large amounts of data
Proven ability in making recommendations on critical process and business improvements
Comfort and effectiveness in tackling unstructured analytical challenges
Ability and experience with effectively communicating and presenting to Executives
4+ years banking experience
Experience in Customer Experience and/or Customer Complaints resolution
Experience in project management

128

Customer Experience Manager Enterprise Risk Management Resume Examples & Samples

Has in-depth experience in end-to-end product lifecycle
Comfortable working across the TR network with established relationships in Market Development, Product and Customer Operations
Proven ability to manage change programs
Has a market driven focus along with a high level of commerciality
The ability to influence outcomes without having direct control
Project management and information management skills would be an asset
Familiarity with Financial Institutions and the Regulatory environment
University degree in a business, information management, or computer science discipline with strong grades
Professional certification such as PMP from the Project Management Institute (or equivalent) is highly desirable
ISACA certification would be a plus

129

Customer Experience Manager Resume Examples & Samples

Gather and lead customer insights from across the organisation including understanding measurement of Customer effort and satisfaction across key moments of truth
Delivering change across the organisation to mitigate problem / leverage opportunity
Identifying innovative solution design to address customer needs and to further leverage customer advocacy opportunities
Build on the digital first banking capability for customers
Clear industry experience in CX launch, build and modification to bring about customer centric initiatives
Experienced in building an Operating Model / process design, particularly innovation and POC
Leadership of cross functional teams and team management
Good understanding of Retail Banking dynamics
Strong conceptual and strategic thinking skills
Project Leadership experience in an agile environment
Exceptional stakeholder management experience with the ability to influence

130

Customer Experience Manager Resume Examples & Samples

Define and implement strategies for how we interact with our customers along the entire customer journey
Create a customer care center configuration to handle customer calls, claims and issues. This includes establishing customer care profiles and metrics in the CRM
Lead cross-functional initiatives that will eliminate customer pain points and ensure incredible experiences
Establish objectives, processes, services levels, tracking and monitoring methods for all customer interactions
Assist in building and establishing the organizational structure and processes to get an excellent Customer Care Center within our Digital Solutions including effective use of the ERP and CRM systems
Collaborate with Business Unit Managers, Corporate Communications, General Managers, Sales, Product Owners, and other key stakeholders to drive results
Collect, organize, analyze and report various customer related data as required
Excellent Bachelor or Master degree in Business Administration, Economics or a similar field of study, preferably with an international orientation
5 + yrs of related experience in omnichannel operations, process improvement, project management and customer experience design strategy
Experience in sales processes & CRM/ERP Systems
Analytical ability, problem solving and project management skills
Problem solving and decision making
Passion for creating incredible customer interactions
Excellent communicator with team working skills, problem solving competence and ability to work independently and result-oriented
Excellent German and English language skills (spoken and written) and willingness to travel internationally

131

Senior IT Customer Experience Manager Resume Examples & Samples

Implement a customer support program in accordance with industry best practices
Identify business practices, technologies, and automation in the services it provides to achieve efficiencies and a better customer experience
Identify and implement information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities
Ensure customer satisfaction benchmarks and metrics are tracked and made transparent via a shared portal
Maintain and provide awareness and transparency on service level agreements and performance measurements within the Customer Support task
Develop, update, and maintain a rigorous Lifecycle Management Plan (LCMP) for all task area equipment, software, and hardware in coordination with Asset Management
Actively manage Customer Service/Support teams for the following
Knowledge Centerproviding a single point of contact for customer service support portfolio of mission applications. The Knowledge Center (KC) is responsible for account management and serves as initial point of contact for internal and external customers accessing mission critical applications. KC is responsible for opening service request tickets, escalating (if required), and first call resolution
IT Service Desk providing a single point of contact for enterprise IT-related support. The Service Desk (SD) receives services requests through all accessible communication channels and utilizes an enterprise ticket management system (Remedy) to track and monitor service requests. The SD is responsible for responding to service requests, while prioritizing and coordinating resolution of service requests with technicians located across a geographically distributed network infrastructure)
Desktop Engineering/Automation providing support deployment, maintenance and troubleshooting of various technologies across multiple network enclaves. Desktop Engineering/Automation is responsible for timely resolution of service request, incidents, and issues
Communications Security (COMSEC) providing assistance to the COMSEC Manager in performing the functions and responsibilities of securing equipment, materials and information
Unified Communications (UC) providing Video Conferencing, Audio/Visual, Collaboration Services, Voice Services and Mobile Solutions on both unclassified and classified networks
Must possess a Bachelor's degree. Note: An additional four (4) years of relevant experience may be considered in lieu of the degree requirement
5-8 years’ experience supporting VIP and Senior Government Executive customers with information technology requirements
At least five years of experience as a technician performing IT Service Desk or Desktop Engineering requirements
Experience managing a team (20 or more personnel) performing IT Service Desk, Desktop Engineering, and Unified Communications requirements
Experience managing remote teams and supporting remote users across a nation-wide geographic presence (at least 10 or more remote locations)
Possess active/current TS clearance (or active within the past 2 years) with SCI eligibility
World Class communications and customer care skills
Experience as a technician performing and operating advanced configurations with a System Center Configuration Manager
Experience implementing process improvements or automations within an IT Service Desk, Desktop Engineering, or Unified Communications environment
Possess an ITIL v3 certification

132

Customer Experience Manager Resume Examples & Samples

Customer Complaints (Complaint data analysis, driving continued improvement from the data, ensuring all complaint KPIs are met and coaching the station members on the importance of the customer complaint tool)
Performance Excellence: Drive Data Analysis and offer opportunities for improvements on KPIs to the management team, conduct root cause analysis as needed and work collaboratively with the different functions to create sustainable solutions for improving performance
Customer Onboarding: Serve as the single point of contact for all implementation involving MIA, ensure all information regarding new customers is affectively communicated to the appropriate teams, champion all Hypercare and Heatmap activities at the station and ensure positive customer experience to our new and existing customers by working collaboratively with the team
Responsible for collecting data and compiling local performance reports
Identify and communicate performance gaps
Implement corrective actions on local operating procedures and system tools
Serve as a source of knowledge regarding IT solutions within DGF for any projects or issues involving IT and drive local communication and implementation of process / system changes
Document local business processes aligned specifically to meet customer requirements
Build and maintain the local station’s iShare site
Support system and process changes that impact the local business
Support the local Quality Management System and know how to maintain it based on ISO guidelines
Support the station manager with any ad-hoc projects/initiatives
Serve as the NPA champion for the station
BA or Minimum 5 years’ experience in related field
Ability to interpret and analyze data with numerical reasoning and draw sound conclusion
Ability to manage change/conflicts
Ability to work independently as a self-starter with strong organizational and leadership skills
Excellent PC skills (including MS Excel/Office)
FC Master Bronze Certified
Familiarity with DMAIC and GEMBA Walk tools
Project leadership and project management skills preferred

133

Customer Experience Manager Resume Examples & Samples

Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible
Greets customers in a timely, friendly manner
Provides a complete and accurate written cost estimate for labor and parts. Establishes "promised time"
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
Test-drive the vehicle or refer to the test technician as necessary
Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus
Maintains a dealership-prescribed standard for “hours per customer repair order written."
Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc
Follows all company safety policies and procedures, and immediately report any and all accidents to a manager or supervisor
High school diploma or the equivalent
Ability to read and comprehend instructions and information
Two years of experience in a retail sales environment
General knowledge of vehicle mechanical operations.-preferred
ASE certification preferred
Sales or customer service experience required
Professional personal appearance
All applicants must be authorized to work in the USA
All applicants must perform duties and responsibilities in a safe manner
All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver license
Must be able to work Saturdays
Weekdays 7am to 7pm
Data entry and computer skills a plus
Training provided
Must be able to multi-task
Looking for a self-starter with motivation to succeed

134

Customer Experience Manager Resume Examples & Samples

Consult with channel group mangers to ensure message is consistent
Lead on development project to improve the overall experience of customer (Online Service, Retail Service, ODP, and FICO)
Lead the bank card team strategy around (Mass, Striver, Affluent, and Wealth) service experience
Lead and develop customer and store field feedback around the customer service experience
Review and provide customer experience insight to the various customer touch points (TSYS, Direct Mail, Phone, Online, Store)
Represent the bank card group on Customer Experience Council meetings and work closely with operations on executing strategies
Work with bank card leadership to refine P&L impacts to overall recommendation and projects
Lead/review the development and refinement of call center scripting to ensure with the customer focus (Operations, Control Partners, Channels, etc)
Lead refinement around consumer and business product benefits to ensure the experience aligns with overall segment
Network provided benefits

135

Customer Experience Manager Resume Examples & Samples

Knowledge of commercial construction (specifically hollow metal and builder’s hardware) is a plus
2 to 5 years of responsibilities for managing employees either directly or indirectly
Effective use of the following computer programs: Microsoft Excel, PowerPoint, Word
Knowledge of the following computer programs is a plus: Microsoft Access, Microsoft Project, and Imaging
Previous customer service or related experience
Proven leadership, coaching and mentoring skills

136

E-commerce Customer Experience Manager Resume Examples & Samples

Coordinate with related functions to enable more products for e-commerce (including new launched products) on website
Partner with cross-functional teams, internal and external partners, senior management and others in driving customer experience improvements in alignment with the customer experience road-map
Prioritize customer experience issues and brainstorm/develop solutions and recommendations by working with the cross-functional team responsible for monthly maintenance/enhancement releases
Analyze the financial results of initiatives versus projections through financial analysis, control groups and other benchmarks
Evaluate the operational issues of initiatives by leading change management efforts and owning the communications loop
Responsible for ensuring quality of post-purchase experience including enhancements to order tracking, return and exchange processes. Create unique, branded experiences within budgetary guidelines
Work to create proactive reporting standards that help identify problems and issues that impact the customer experience
Handle the day to day issues associated with implementing a new initiative; working with technology, product owners, project managers, etc
Partner with regional/global marketing managers and relevant teams to align to key strategic priorities and develop amazing website customer experiences by leveraging web automation and personalization
Strong strategic thinker who will develop roadmap, including campaigns, major launches, site requirements, site enhancements, and unit/conversion forecasts, as well as customer journeys
3 - 5 years leading in a call center or contact center operation
Ability to translate customer insights into marketing activities that achieve tangible results
Bias for action that drives excellent execution
Exceptional analytic abilities, problem solving skills and a passion for data based decision making
Ability to prioritize tasks and manage deadlines in a fast-paced environment
BA/BS, Computer Science, Information Studies, Communications, Marketing, Business Administration, or related degree. MA/MBA preferred
Excellent interpersonal skills including influencing and relationship-building across functions
Strong track record of team collaboration and cross-functional partnerships
Strategic thinker with strong analytical and creative problem-solving abilities
Proficient in M.S. Word, Excel, and PowerPoint

137

Customer Experience Manager Resume Examples & Samples

Professional experience should include a human services or counseling background in which you have experience using a variety of tools and methods to support client wellness, encourage healthy behaviors and/or overcome physical/emotional barriers, as well as one (1) or more of the following
Account Management with experience in engaging key stakeholders to problem-solve and provide innovative solutions
Coaching or Consultation with employees or management
Experience and high level of comfort with public speaking and/or conducting trainings
A letter of interest, describing how you meet the specific qualifications for this position
A current resume, detailing experience, and education; and
A list of at least three (3) professional references with current telephone numbers

138

Customer Experience Manager Resume Examples & Samples

To assist and support the Facilities Management team in providing day to day operational management for all services within a portfolio of buildings through a team of facilities assistants
To supervise facilities personnel as required
Support the Account in promoting a culture of superb customer service and establishing excellent working relationships with client and customers
Assist the Account Manager in reviewing existing services, specifications, processes, productivity levels and quality
To identify opportunities to address inefficiencies within our service delivery. To actively seek constructive feedback, develop action plans, monitor, measure and review
Support the Account Manager in ensuring that pre-determined output specifications and key targets are met for the region & portfolio of buildings
Assist in the management of facilities staff to include: undertaking disciplinary investigations in line with company policy; undertaking initial recruitment interviews for Facilities positions; assist in the motivation and leadership of staff
Assist in the recruitment and induction of facilities staff within the region's portfolio of buildings
Ensure that all health and safety legislation and company policy is adhered to, within own level of responsibility (to include: undertaking role of Fire Warden and/or First Aider as required)
Assist the Facilities Manager in undertaking regular site and service inspection tours and identifying areas on non-adhered to quality standards as appropriate

139

Customer Experience Manager Resume Examples & Samples

Maintain/improve reference-ability, maximizing optimization, and building upon the current relationships within Greenway’s current client base for group size of 5-10 physicians and larger
Represent Greenway to our internal clients, and will visit on-site quarterly with customers to ensure they are optimizing all Greenway solutions based on that client’s specific need
Work closely with the Client Services and Marketing teams in regards to client reference-ability and client participation in KLAS
Assist the RVP of Sales in implementing lead generation strategies and maximize revenue opportunities in endorsement deals
All other duties and responsibilities as assigned

140

Customer Experience Manager Resume Examples & Samples

Bachelor’s degree in Business or Hospitality (or related field) required
5+ years of experience in a customer service environment required
5+ years of leadership experience required
Previous customer survey management experience, conception through implementation desired
Previous experience developing and delivering training
Previous customer data analysis with proven implementation experience
Strong interpersonal skills and ability to facilitate cross-functional teams
Demonstrated ability to lead through influence and resolve conflict
Demonstrated knowledge of change management
Demonstrated ability to communicate effectively both verbal and written to all organizational levels

141

Customer Experience Manager Resume Examples & Samples

Embrace and Demonstrate the RL Brand philosophy & EMEA values
Lead & develop the team to deliver Ralph Lauren (RL) Experience excellence whilst maximizing sales opportunities
Deliver the retail initiatives to support the Brand business vision & increase productivity
Execute the Brand Presentation guidelines to further enhance the RL Experience
Collaborate with the Store Managers team to reach the commercial goals
Intermediate position within the Store Managerial Structure with potential and possibilities of development in medium/long term

142

Customer Experience Manager Resume Examples & Samples

Experienced candidates must have at least two years of hands-on experience in ownership or implementation of Customer experience programs, including both strategic and technical projects
Knowledge of and hands-on experience working on the Salesforce.com platform, or on other CRM packages (Microsoft CRM, SAP CRM, SalesLogix, Oracle On-Demand, etc.)
Interest in developing methodologies, leading teams and evolving a practice

143

Customer Experience Manager Resume Examples & Samples

Deliver sales & profitability through key metrics: Sales, Conversion & Unit per transaction
Deploy resources to match skill/experience & customer requirements
Adopt tools & processes to improve employee efficiency & increase productivity
Manage & maintain a safe working environment for customers & employees
Maintain compliance with all company policies & procedures including Health & Safety
Manage and inspire the team to deliver results by providing the RL Experience
Manage regular talent assessments & provide regular constructive feedback
Manage teams adherence to the brand dress & grooming standards to ensure representation as Brand Ambassadors
Create a customer first culture within all store activities
Optimize opportunities to increase sales, customer data capture & increase customer loyalty
Build brand understanding coaching team with visual mechanizing skills
Ensure 100% retail standards are consistently maintained
Demonstrate a good understanding of product seasonality, Concepts, key volume lines to support the commercial actions & drive sales

144

Customer Experience Manager Resume Examples & Samples

Deploy resource to match skill/experience & customer requirements
Understand, support budgetary requirements to increase the store’s profitability
Partner with the Operations Manager implement action plans to minimize shrink and improve store compliance
Adapt enthusiastically & with pace to change

145

Customer Experience Manager Resume Examples & Samples

Creation and execution of customer relationship programs and strategy. Two goals
Bachelors Degree required
5-7+ years of Customer Relationship, Project Management, or related experience preferred
Ophthalmic industry experience strongly preferred
Business consulting strongly preferred, preferably within an optical retail setting
A self-motivator with an intellectual curiosity, eager to learn and grow, able to learn on their own
Proven track record of understanding and satisfying customer requirements
Good Excel and analytical skills
Strong customer service and interpersonal skills
Proven program development and execution skills
Highly developed and effective verbal and written communication skills
Ability to deal with a fast-paced dynamic environment
Ability to influence cross-functionally across internal business units
Travel required to support all Integrated Services programs (25-30%)

146

Business Services & Customer Experience Manager Resume Examples & Samples

Coach and develop team members to reach their full potential
Support development assignments and movement of talent across units
Motivate and challenge to drive high performance
Commit to "hiring the best" internally and externally
Create an inclusive environment which embraces and derives value from diversity
Execute performance and career development discussions
Role model and enable development of competencies in others needed to implement BASF's strategy
Establish and support a safety culture in which all accidents are preventable

147

Customer Experience Manager Resume Examples & Samples

Proactive face to face engagement with Clients from within the assigned portfolio
Engage clients with updates to best practices and changes to the fleet landscape which may impact the immediate, mid and long-term objectives of the fleet
Support all ARI client retention efforts by actively engaging clients, amplifying the value provided by ARI and effectively setting/managing client expectations
Provide project over-sight on client related projects and initiatives within the assigned portfolio
Collaborate with ARI’s management teams to organize resources to meet the needs and expectations of the client
Maintain awareness of ARI’s position in the market and knowledge of competition
Participate in industry functions and events in order to share knowledge to client base
Represent ARI at designated client events
Secure and communicate the Voice of the Customer to relevant ARI stakeholders
Partner with Sales in order to establish pricing and the scope of work defined for new program opportunities

148

Customer Experience Manager Resume Examples & Samples

Deliver sales & profitability through key metrics: Sales, Conversion & Units per transaction
Manage and inspire the team to deliver results by providing an exceptional RL Experience
Communicate, engage & energize the team to maximize performance service metrics; observe, coach & share product knowledge; provide regular constructive feedback
Deliver Brand visual proposition guidelines are executed to an exceptional level; coaching team to build brand understanding & ensure 100% retail standards are consistently maintained

149

Customer Experience Manager Resume Examples & Samples

Review and deploy at worldwide level Brioni selling ceremony (both in store and at-home service)
Design and implement at world-wide level all Retail Excellence procedures
Analyse CRM and mystery shopping outcomes, explore training needs and partner with Retail Managers world-wide to deploy related training programs
Coordinate product training collaborating with Merchandising department
Collaborate with Communication and MIS department to create dedicated digital tools to improve the client experience
Collaborate with the Communication department in order to create clienteling tools and events
Connect with other departments to bring customer perspective and empower tools and processes

150

Know Your Customer Experience Manager Resume Examples & Samples

Responsible for the user experience of the Bank’s Omni Know Your Customer program, including customer and banker success rates and satisfaction metrics
Meet critical KYC regulatory requirements while understanding the needs of various stakeholders to deliver an experience consumable across channels and Business lines
Partner with a team of seasoned pathway managers and banking SMEs to give US Bank the competitive edge in how customers use and interact with their banking products
Responsible for defining the value (revenue and customer experience) of investing in KYC and in these pathways and the ability to articulate this value to the organization
Broad knowledge of customer centered product development, online and mobile banking, and the financial services industry
10 or more years of experience as a Product Manager
Five or more years of management experience
Expert knowledge of the assigned business line and technical marketing skills
Strong product management, design and development skills
Considerable knowledge of product/program development, pricing, implementation and strategic analysis
Demonstrated marketing and marketing research skills
Strong financial and competitive analysis skills
Demonstrated management, leadership and interpersonal skills
Demonstrated experience with financial services regulations / Know Your Customer guideline
Experience in conceptual development and rapid creative prototyping as well as tactical UI design and implementation
Experience with Mobile UI and responsive design
Experience with various design methods and processes, including Agile development
Ability to work in a flexible and nimble team
Proven ability to meet tight deadlines
Superior strategic thinking, influence and leadership skills
Independent and self-motivated

151

Assistant Customer Experience Manager Resume Examples & Samples

Exciting opportunity for a energetic, passionate and customer service driven individual to make your first step’s onto a retail management within one of Ralph Laurens Flagship stores
Inspire, coach and develop a team to deliver exceptional customer services
Support and implement product knowledge and increase selling skills to increase KPI’s
Support and implement store presentation guidelines
Deputize for senior management and look for ways to continuously improve
Lead by example, adhering to brand dress and grooming standards

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Customer Experience Manager Resume Examples & Samples

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