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CUSTOMER EXPERIENCE (CX) MANAGER
Kimray 05/11/2022
Overview
Category: Strategy
Type: Full-Time
Salary Range: - Per Year
Zip Code: 73118-8505
Posted: 05/11/2022
Requirements
Highest Education: Minimum Education
Degree title:
Experience: Minimum Experience 3 Year
Other experience: 3-5 Years
Career Level: Manager
Job Status
Start Publishing: 05/11/2022
Stop Publishing: 06/30/2022
Description
Job Summary: To develop and implement a Customer Experience program at Kimray. This individual will play a key role in driving a customer focused culture by identifying areas of customer experience improvement and leading implementation of key strategic initiatives driven by customer feedback insights.   Essential Job Functions:
  • Understand Customers, identify areas to begin CX initiatives.
    • Work cross-departmentally and directly with customers to gather data to inform strategy
    • Establish and maintain an effective Voice of the Customer Program
    • Collaborate with teams to create and integrate customer journey maps throughout the organization
    • Collaborate with teams to create and implement customer ‘needs-based' personas and journey maps.
  • Set CX Strategy, communicate how we will win
    • Identify & utilize metrics which define success from the customers point of view
    • Communicate regularly on CX initiatives and their results
    • Collaborate with data analyst teams and communicate results
  • Coordinate CX, and communicate what resources are needed
    • Collaborate and lead cross-functional teams on CX initiatives
    • Identify and manages CX budget
  • Occasional travel to meet with customers and to satellite locations to gain first-hand knowledge of in-person customer experiences
  • Complies with all safety policies, practices, and procedures. Reports all unsafe activities to supervisor and/or a Health Safety and Environmental team member
  • Participates in proactive teams to achieve departmental and company goals
  • Provides leadership to others through example and sharing of knowledge/skill
  • Performs other duties as assigned
Qualifications
Qualifications:
  • 3-5 years' experience
  • Experience developing customer journey maps and customer personas
  • Experience facilitating corporate behavior change based on journey maps and personas
  • Qualification or experience in Customer Loyalty or Customer Satisfaction measurement
  • Enthusiastic about the customer, a self-starter, possesses flexibility to work in a fast-changing environment and ambiguous situations
  • Strong background in planning, implementing and managing change
  • Excellent communication skills, both written, verbal and presentation
  • Effectively determine unmet needs through questions and active listening
  • Established track record for achieving challenging goals and initiating change
  • Must have valid driver's license and clean MVR
Preferred Skills
Core Competencies:
  • Creativity – Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Functional/Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
  • Innovation Management – Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.
  • Planning – Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
  • Strategic Agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Technical Learning – Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge- like Internet technology; does well in technical courses and seminars.
  • Written Communications – Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Supervisory Responsibilities: No