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Manager Customer Experience & Retention

Location:

OK, Tulsa

Job type:

Permanent

Job Description

We are seeking a Manager of Customer Experience to lead a team of highly motivated individuals seeking to:

  • Implement customer experience strategies.
  • Work cross-functionally to make sure smooth, impactful, and consistent customer service delivery.
  • Must be able to develop a multi-year roadmap and stakeholder with the executive management team for buy in.
  • Setup recurring dashboards & other baseline reporting to provide deep insights into customer satisfaction measures including voice of the customer.

Requirements

Education:

  • Bachelor’s degree in Marketing, Business, or Engineering from a four-year university required. MBA Preferred.

Experience:

  • 8+ years of leading customer experience organizations ranging from building teams from the ground up to running established teams.
  • 5+ years commercial experience a plus.

Responsibilities

  • Actively champion, promote, manage & refine customer-intelligent programs
  • Partner marketing, digital, front & back office, sales, & commercial teams to develop and manage the external customer experience
  • Provide thought leadership and influence to various levels of the organization to deliver business results
  • Work with the data, insights, & analytics teams to identify & track key performance metrics
  • Over time, develop customer journey maps and organizationally align around key experiences to deliver business value

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability