Customer Experience Manager Jobs

Overview

Konica Minolta is looking for a Customer Experience Manager to join our Demand Generation Team. In this role you will lead strategies to shape the customer experience, advance our customer journey and further build customer loyalty. Through capturing customer feedback, collaboration with stakeholders across the organization and leading digital transformation, you will work to develop the best in class customer platform. Responsibilities include building the customer portal roadmap, developing the company's first customer loyalty program and leading the customer portal support team.

Responsibilities

• Ownership of the company’s customer review strategies and recommendations in support of its effect to web conversion, digital marketing opportunities and customer lifetime value
• Compile, analyze and include feedback in regular communications to the executive committee.
• Deploy and monitor metrics for personalization and work to continually improve customers’ experiences and enhance life-time value of the customer
• Lead the evolution, implementation, processes & expansion of our customer digital platform to understand end to end customer’s journeys & experience.
• Responsible for the management of the corporate database and Customer Experience surveys to determine trends, provide recommendations for improvement, reverse negative trends and recognize positive scores and behaviors
• Extremely organized and results focused
• Strong relationship-building skills and an ability to engage in collaborative decision-making
• Problem solving and analytics skills with sharp attention to detail, including the ability to navigate through ambiguity
• Develop initiatives to address opportunities to improve the customers’ experience and partner with other departments to see through to delivery of these objectives
• Develop and administer program to obtain an ongoing stream of customer feedback across all stakeholders
• Partner with marketing and social media team to monitor and address customer service issues
• Ability to adapt to changing work & business priorities
• Manage, monitor and ongoing maintenance of dealer/end-customer online and offline experience roadmaps, customer journey frameworks and personas
• Own & manage the Net Promoter Score (NPS) centric dashboard for measuring customer experience while leveraging the dashboard for identifying strengths and opportunities
• Responsible for developing & coaching direct Customer Experience Administrative direct reports
• Excellent written and verbal communication skills

Qualifications

• Hands-on experience with tracking and reporting platforms (Qaultrics)
• BA/BS in Marketing, or BA/BS in Engineering/Mathematics or similar degree
• 5-7 years of experience in B2B and B2B/B2C Ecommerce managing all aspects of customer experience

About Konica Minolta

Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America’s Best-in-State employers list. The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.