Sr. Digital Customer Experience Manager
PURPOSE OF POSITION
As the Digital Customer Experience Manager, you will play a pivotal role in shaping and enhancing the overall customer journey across our digital platforms, with particular focus on PPI’s customer portal and eCommerce developments. You will be responsible for understanding customer needs, optimizing user interfaces, and implementing strategies to drive customer satisfaction and loyalty. This role requires a combination of strategic thinking, data analysis, and hands-on execution to ensure a seamless and delightful digital experience for our customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
More specifically, the employee owner will:
- Digital Customer Experience Strategy:
- Develop and implement a comprehensive digital customer experience strategy.
- Ensure consistency and effectiveness across various digital channels.
- Customer Journey Optimization:
- Analyze and map the customer segment journeys across various digital touchpoints.
- Identify opportunities for improvement and implement strategies to enhance the overall customer experience.
- User Interface (UI) and User Experience (UX) Enhancement:
- Collaborate with cross-functional teams to improve customer portal solutions for eCommerce and other technical design and support solutions.
- Understand supporting business processes and drive continuous improvement.
- Work closely with designers and developers to implement UI/UX best practices.
- Data-Driven Decision Making:
- Utilize data analytics tools to gather insights on customer behavior.
- Use data to drive informed decisions and continuously optimize digital interactions.
- Customer Feedback Management:
- Establish processes to gather and analyze customer feedback.
- Use customer feedback to drive improvements in digital products and services.
- Cross-Functional Collaboration:
- Collaborate with marketing, sales, and IT teams to align digital initiatives with overall business goals.
- Work closely with IT to ensure the seamless integration of digital systems and platforms.
- Lead the evaluation of other opportunities for technology deployment in related areas such as CRM, CPQ, marketing automation, and work flow automation.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Proven experience in digital customer experience management or a related role.
• Strong analytical skills with the ability to interpret data and make data-driven recommendations.
• Excellent communication and interpersonal skills.
• Familiarity with digital marketing tools, UI/UX principles, and customer feedback mechanisms.
• Experience in the Salesforce ecosystem preferred.
• Experience in project management and collaboration with external solution providers.
• Excellent communication and leadership skills to work effectively with cross-functional teams.
• Ability to travel as needed.
EDUCATION – EXPERIENCE – COMPUTER SKILLS
• Bachelor’s degree (B.A.) in business, marketing or related field from a four-year college or university and/or
• Five to eight years related experience and/or training;
• Or equivalent combination of education or experience.
