Senior Customer Experience Manager in Memphis, TN 38138 at TruGreen

Date Posted: 8/28/2018

Job Snapshot

Job Description

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"


Position Overview

Manages the customer experience lifecycle with primary focus on retaining newly acquired customers.  Manages marketing projects, staff and cross-functional teams.  Liaises with IT, Customer Care, and Field Leadership to ensure alignment between market goals and priorities to business objectives.



Responsibilities

  • Develops, implements, and manages the company’s customer experience strategy focused on acquisition and on-boarding, customer touch points, as well as contract management and renewal. 
  • Applies market research and customer insights to develop a customer contact stream to manage customer expectations, ensure consistent interactions, and build brand advocacy and customer loyalty.
  • Facilitates and coordinates the method development and messaging content and cadence for customer contacts (e.g., telemarketing, direct mail, email, text).
  • Coordinates content with digital/website resources to support customer acquisition and account management functions.
  • Develops functional and technical solutions to meet marketing strategy requirements in collaboration with internal resources. 
  • Works with technical resources to document, develop, test and implement piloted and full scale marketing campaigns and customer experience initiatives. 
  • Prioritizes, manages, and facilitates assigned marketing projects, including staff and cross-functional teams, timelines, meetings, and documentation.
  • Identifies downstream impacts, risks and mitigation solutions of campaigns and initiatives. 
  • Documents and reviews current business processes, identifies opportunities for improvement and optimization, and implements solutions in collaboration with internal and/or external resources.
  • Contributes to the development and definition of campaign analytics to measure success.

Education and Experience Requirements

  • Bachelor’s degree in business or a related field required
  • 7-10 years of formal project management experience within marketing and/or technical function required
  • Supervisory/management experience required
  • Project management and process analysis experience within the service industry preferred
  • Experience in campaign systems, digital marketing and/or managing marketing campaigns strongly preferred

Knowledge, Skills, and Abilities

  • Knowledge of customer experience strategies and tactics
  • Technical knowledge of customer relationship management (CRM), customer experience management (CEM), or related systems
  • Knowledge of marketing principles and practices
  • Knowledge of digital marketing and campaign management
  • Organizational, project and process management skills
  • Skill and ability to manage and influence cross-functional teams
  • Written and verbal communication skills, including the translation of technical information into conventional terminology
  • Quantitative and qualitative analytical skills
  • Attention to detail
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 10lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

        * Low to moderate

Adverse Conditions

        * Minimal


TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.


We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.


To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf


TruGreen performs pre-employment testing.


Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.



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