Specialist, Customer Experience Jobs

Member Name: Komatsu

Location: Tucson, AZ

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry.

We’re more than a company, and we’re a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

The Company

Job Purpose

The Customer Experience Specialist is a key role for Komatsu that will take a leading role in defining our corporate experience center visit journey standard, creating a memorable brand experience for our visitors. They will apply this standard by managing the Modular CEC and AZPG visits. This individual will also coordinate merchandise as it relates to customer visits, coordinating with other members of the customer experiences marketing team.

Travel Requirements

Job Duties And Responsibilities

• Take a leading role in defining our corporate Komatsu experience center visit journey standard, which can be applied across facilities in North America. Align the corporate standard to local needs at Modular CEC and AZPG for both internal processes and customer-facing aspects, supporting sales and other “hosts” to the customers / visitors.
• Responsible for the strategic planning and execution of stakeholder visits (customers, industry/community, internal teams, etc.) to Modular Mining CEC and AZPG. Responsible for the planning and execution of all tasks and activities related to experience center visits and AZPG demos including, but not limited to planning, logistics, communications, vendor negotiations, equipment coordination, lead generation engagement, event staffing, concierge, off-site entertainment, and post-event reporting.
• Responsible for Modular CEC and AZPG visit budget. Prepare and submit annual budgets to support the experience center visits including maintenance, updates, and refreshes. Manage to the approved budget, providing monthly reconciliations and quarterly forecasts.
• Customer-facing aspects: Responsible for invite process, communications, agenda, tour development, promotions, staff, etc. aligned to corporate brand and standard journey."
• Work with members of marketing communications to develop plans to unite the face-to-face experience attendees have at our experience centers, with the digital experience attendees have through other channels, including email marketing, website, social media, etc. Drive and implement strategy to obtain, nurture, and hand-off leads to sales teams.
• Develop and implement measurement plans for customer and secondary audience visits to Modular Mining CEC and AZPG. Create measurable objectives and KPIs to determine the effectiveness of the experience for our attendees. Create post-event reports documenting results.
• Internal processes: Responsible for overall scheduling process including calendar creation, upkeep and coordination. Responsible for internal training, staffing, and communication processes.

Required Skills

• Good writing and verbal skills.
• Manage relationships with internal customers and stakeholders, taking a proactive approach.
• Demonstrated ability to manage people (indirectly) and a significant workload.
• Ability to take complex ideas and translate them into communications that can be easily understood by audiences at all levels.
• Ability to work in a fast-paced, short deadline environment; Can meet demands and timelines without sacrificing quality; work under stress.
• Bachelor’s degree in marketing, writing, journalism, communications, or similar required.
• Good sense of the visual side to communications – can work with experts to create visually high impact communications.
• Experience managing budgets, invoicing, and negotiating pricing/contracts.
• Experience in marketing, excellent organizational and writing skills, strong project management skills.
• Very detail oriented.

Desired Skills

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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