Customer Experience & Retention Manager
Direct Energy is one of North America's largest energy and energy-related services providers with over 5 million residential and commercial relationships. Direct Energy provides customers with choice and support in managing their energy costs through a portfolio of innovative products and services. A subsidiary of Centrica plc, one of the world’s leading integrated energy companies, Direct Energy operates across North America.
We continually seek talented people dedicated to providing fresh thinking in an exciting, evolving industry that's never been more relevant than in today's global marketplace.
Direct Energy was honored with an award for Best Multinational Company in North America, at the 2007 International Business Awards (IBA) in Germany.
We are seeking a Manager of Customer Experience to lead a team of highly motivated individuals seeking to:
1. Implement customer experience strategies.
2. Work cross-functionally to make sure smooth, impactful, and consistent customer service delivery.
3. Must be able to develop a multi-year roadmap and stakeholder with the executive management team for buy in.
4. Setup recurring dashboards & other baseline reporting to provide deep insights into customer satisfaction measures including voice of the customer.
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
Bachelor’s degree in Marketing, Business, or Engineering from a four-year university required.
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.
Typical Office Environment
Normal Office Environment
Up to 30% Business Travel may be required
+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