Customer Experience Manager

Position Overview:

Responsible for analyzing customer satisfaction data in order to determine trends across products, processes and people.  Based on the analysis, this role recommends and then manages the execution of initiatives to improve customer satisfaction by continuing to raise the bar on excellence in the customer experience. Requires strong partnership with key stakeholders and business partners, including Training, Quality Assurance, Service Delivery, Product and Business and Client Development.  Requires excellent communication, and collaboration to impact and influence change, with the goal to drive measurable results both internally and for our clients/customers. 

 

Responsibilities:Partner with Business Analytics to measure and articulate Customer Experience integration and progress to key stakeholdersComplete additional quantitative and qualitative analysis across products and clients.Partner with key stakeholders (Product, Service Delivery, Business & Client Development, Training and Business Optimization) to identify, create and implement key initiatives to drive the customer experience strategies through the businessChampion and articulate customer experience standards of excellence to internal stakeholders.Identify opportunities to improve customer experience and work with cross-functional teams to define and make servicing enhancements operationalEvaluate and communicate progress across all key business metrics, including customer satisfaction data, internal quality scores, and customer experience scorecard



Essential Competencies:Ability to create, define and articulate relevant new initiatives based on industry and best practicesStrong partnership and collaboration with all business partners, internal and externalAbility to provide structure and rigor in Customer Experience initiatives to ensure measurement and benchmarking tools are key business deliverableActive listener and learner, with ability to see patterns and uncover gapsAbility to influence and impact change at all levels in the businessStrong presentation and facilitation skillsStrong understanding and articulation of best-in-class customer service/experienceProficiency in developing compelling communications to engage key audiences and motivate towards excellenceAdvanced proficiency in Excel & PowerPoint with foundation in Word



Education/ Certification Required:  Bachelor’s degree required. 

 

Required Experience: 5-7 years of work experience.

 

Who We Are:
While few consumers know our name, many industries recognize our value.  That’s because we’re a remarkable source of services that connect our members to the world.  Circles is a loyalty and experiential marketing company that is unique in the marketplace. We wow our clients by being smart strategic partners. And we thrill our customers by fulfilling wishes and delivering the impossible through our virtual concierge service; this service includes high-end dining reservations, tickets and travel plans. We accomplish this through our vast network of connections and world-class technology in our call centers.

Circles is a rapidly growing company where change is both expected and welcome. Our employees thrive in our fast-paced environment and meet challenges with vigor and a positive attitude. We offer our employees an extensive benefits package including health, dental and vision insurance and a sabbatical leave program.  Other unique perks include our employee anniversary and on-site massage programs.  Circles, a wholly owned subsidiary of Sodexo, is located on A Street in South Boston - an 8-minute walk from South Station.

 ***All interested candidates should apply online at www.circles.com