Customer Experience Manager - Marketing
Company: LeafFilter
Location: Rockford
Posted on: January 12, 2021
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Job Description:
At Leaf Home Solutions people are at the heart of everything we
do, and we've crafted a team of the very best to ensure we make a
difference--- both to the homeowners we support and the staff
that's at the heart of it all. We are driven by the hard-working
and creative individuals that are passionate about their careers
and what they do. LeafFilter Gutter Protection seeks to provide the
best gutter cover solution paired with an outstanding customer
service experience from beginning to end. Leaf Home Safety
Solutions installs accessibility solutions like stair lifts,
walk-in tubs, and walk-in showers to enhance the safety of our
customers in the homes they love. Leaf Home Water Solutions offers
home water purification and water softener systems to protect and
preserve the longevity of the home and the people living in it.
Leaf Home Enhancements provides home upgrades including custom
cabinet restyling, one day bathroom renovations, and high-quality
windows and doors. Leaf Home Solutions believes that home is where
the heart is, and our team strives to make each home a safer and
more livable space.Position Summary:The Customer Experience Manager
is responsible for ensuring that each touchpoint across the
customer journey is engaging, efficient, and effective. This role
will identify ways to increase customer satisfaction rates,
increase customer loyalty, and drive referrals across the LHS
portfolio. With our fast-paced culture, you will gather, analyze,
and drive insights out of customer feedback, and then work with the
many various business units to act upon that feedback. This
individual must have strong communication skills and
cross-functional coordination to proactively work with business
stakeholders to recommend new processes, enhance existing
processes, and develop effective communications. An important part
of this position is to ensure key messages are getting to key
audiences at every moment across the customer journey.Essential
Duties and Responsibilities:* Champion opportunities to
consistently improve the Customer Experience (CX) across LHS
brands* Own and maintain the customer journey roadmap and identify
opportunities within the organization to enhance the customer
experience* Partner with Data Analytics teams to collect, analyze,
and interpret customer experience data to identify internal
improvements* Work with leaders and stakeholders to implement
change that anticipates, and addresses customer questions, needs,
and complaints* Collaborate with the communications team to ensure
key messages are delivered at the appropriate time in the customer
journey* Identify cross-selling opportunities within the LHS
portfolio* Ensure strong reporting capability on performance,
understanding and communicating the story through a robust set of
metrics* Serve as the organizational expert in best practices for
CX* Performs other duties as assigned by supervisorExperience and
Minimum Qualifications:* Bachelor's Degree preferred, or equivalent
combination of education, training, and experience.* 5+ years of
experience in relevant customer experience roles* Experience
creating journey mapping and practice of driving a corporate wide
agenda* Strong empathy for customers and understanding value
drivers in revenue business models* Experience analyzing the
customer journey and lifecycle to make recommendations for
improvements* Ability to juggle various work activities and shift
their attention from one task to another to meet the demands of
different stakeholders without "dropping the ball".* Ability to
thrive in a fast-paced, high-energy, team-oriented environment and
have a "roll up your sleeves" and "today not tomorrow" mentality.*
Apply active listening skills through the ability to comprehend
information presented and respond thoughtfully.* Detail-oriented
and can focus on the task at hand, no matter how minute, by finding
the most efficient and effective pathway to completion.* Excellent
verbal and written communication skills are required for
communicating with internal and external parties in a manner that
is both articulate and professional.* Ability to logically connect
ideas, scrutinize and evaluate arguments, find inconsistencies and
errors in work, solve complex problems, and engage in reflection.*
Ability to provide timely and empathetic help through in-person,
phone, email, and social media avenues that keeps the co-worker or
customer's needs at the forefront of every interaction.* Ability to
communicate effectively, to recognize, understand, and manage one's
own emotions as well as others, and foster positive working
relationships across all levels of the organization.* Holding
oneself responsible and being self-driven in accomplishing business
goals, adhering to policies and being responsible for one's own
actions, performance, and decisions.* Proficiency using Microsoft
Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or
Access).* Must be legally authorized to work in country of
employment without sponsorship for employment visa status (e.g.,
H1B status).Preferred Knowledge, Skills, Abilities or
Certifications:* Prior experience in public company regulatory
environment preferredTravel Requirements:* No travel
required.Overtime/Additional Hours Requirements:* Additional Hours
May Be Required (Exempt Positions)Physical Requirements* Normal
Office Environment* Indoor work in a climate-controlled
environment.* Sedentary work. Exerting up to 10 pounds of force
occasionally and/or negligible amount of force frequently or
constantly to lift, carry, push, pull or otherwise move objects,
including the human body. Sedentary work involves sitting most of
the time.Leaf Home Solutions Core ValuesOur vision is to be the
leading innovator of direct-to-consumer home safety and improvement
solutions. To accomplish this goal, we look for the following
qualities and values in our employees:* TNT - Today, Not Tomorrow.
By being cognizant of the present, attacking problems, and
presenting ground-breaking solutions today, our team strives toward
a better tomorrow.* Teamwork - To present the very best home
solutions on the market, our culture revolves around teamwork.
Individual success is important to the Leaf team, but the way the
team works together to deliver excellence is at the heart of the
company's success.* Ingenuity - Ingenuity and innovation are the
factors that drive success for any brand, whether it's exploring a
new product market or connecting consumers with something familiar.
These are valuable qualities that we strive to exemplify at Leaf.*
Compassion - Home is where the heart is, and we understand and
celebrate that. We strive to make each renovation or home upgrade
stress-free and friendly, and we provide the best end-to-end
service to inspire confidence in homeowners. Are we your
company?Leaf Home Solutions Company Overview * Why Work at Leaf
Home Solutions? Leaf Home Solutions has cultivated a passionate and
inspired team with the support of an excellent workplace culture.
People are at the heart of everything we do, and we've crafted a
team of the very finest to ensure we make a difference---both to
the homeowners we support and to the staff that's at the heart of
it all. Are you looking for a workplace with excellent culture,
benefits, and opportunities for advancement? How about weekly pay,
casual dress, and a fun work environment? Because we're looking for
someone just like you to make our team extraordinary.* Are we your
company? Leaf Home Solutions is dominating the home improvement
industry as we continue to grow. We work hard and play harder.
We're a big company with a small company feel. We have ambition and
drive and we're in constant development. For us, we strive to be
better than the best and we want you to join in our success! Now
with over 100 offices across the U.S. and Canada, our team is
diverse and strong. From marketing to sales, installation, and
service, we have the best team, right along with the best home
solutions.* What do we offer? * Industry leading compensation
package* Full Medical, Dental, and Vision benefits after 90 days*
401k Savings Plan* Paid Time Off, Comprehensive Health, Wellbeing,
and Financial Wellness Programs* Endless opportunity for growth and
advancement* Leaf Home Solutions Awards and Accolades: Leaf Home
Solutions has been recognized as a top workplace by Ohio Business
Magazine and The Plain Dealer. For a full list of awards earned by
our brands, please visit www.leafhomesolutions.com/press/.Diversity
and Inclusion StatementLeaf Home Solutions is committed to creating
a diverse environment and is proud to be an equal opportunity
employer. We strive to create an environment that embraces
differences and fosters inclusion.Equal Opportunity StatementLeaf
Home Solutions will recruit, hire, train, and promote persons in
all job titles without regard to race, color, ancestry, national
origin, gender identity or expression, sexual orientation, marital
status, religion, age, results of genetic testing, veteran status,
or physical/mental disability (except where the disability prevents
the individual from being able to perform the essential functions
of the job and cannot be reasonably accommodated in full compliance
with the law).For immediate consideration please email
aowen@leaffilter.com#IND123 #CB
Keywords: LeafFilter, Rockford , Customer Experience Manager - Marketing, Executive , Rockford, Illinois
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