Manager of Digital Customer Experience - Batesville, United States - Batesville Casket Company, Inc.

Description

** Manager of Digital Customer Experience**

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New **Batesville** is seeking a **Manager of Digital Customer Experience** who will focus on how customers experience and interact with Batesvilles digital platforms. The primary objection is to create the best customer experience in relation to the Batesville brand by bridging digital gaps that occur between the customer, product, or brand which will ultimately drive additional revenue growth through our eCommerce platform. * Annual Bonus eligibility

Comprehensive medical, dental and vision insurance, which includes MD Live, RX help center, Medical Advocate Program, short term disability, among others.

Generous 401K Matching Program 3% (base pay) automatic contribution + $.50 for each additional dollar saved on the first 6% of pay saved*

4 weeks vacation, 11 paid holidays, 6 paid sick days

Build digital CX strategy to grow revenue across the customer spectrum through our eCommerce platform and analyze data performance

Leverage current digital experience platforms

to assess customer feedback, data, and analytics to improve the overall digital experience based on analytics and derived insights

Evaluate and make recommendations for additional technology to support the eCommerce strategy and future roadmap

Develop process for prioritizing and launching future functionality based on analytics, insights, and business needs

Manage and assess the customer and digital life cycle by segment to positively impact satisfaction metrics, build customer loyalty, and boost referrals

Systematize timely reporting to support performance optimization of campaigns and CX strategy

Work closely with digital marketing team, marketing communications, and segment marketing managers to develop digital CX tactics and campaigns that support key messages, goals, and overall CX at the segment level

Conduct ongoing research and stay ahead of current trends to determine B2B customer needs and gaps and how to best meet them through eCommerce and future digital tools (ex: Chatbots)

Continuously improve the way Batesville is using digital experiences and analytics to enhance its business performance

Assist the organization with ongoing digital transformation efforts

Other duties may be assigned

**Skills/Experience:**

Desire to learn and embrace Batesvilles customer segmentation strategy and translate into optimal digital experience

Knowledge of best practices and trends in digital CX channels for sales and customer feedback

Collaborative team player with a drive for continuous improvement through digital

Strategic thinker with ability to align strategy to overall organization objectives and goals

Data-driven mindset with ability to communicate proper course of action and gain buy-in through their storytelling capabilities

Adaptable and flexible within eCommerce team as well as independently within this fast-changing space of emerging technologies

Project management skills with focus on process simplification preferred

Experience in SAP Commerce, WordPress, Qualtrics, and Google Analytics preferred

**Education:**

Bachelors degree (B.S./B.A.) or equivalent from a college or university; and a minimum of years related digital and/or CX experience and/or training; or equivalent combination of education and experience with an emphasis in B2B eCommerce.

**Travel:**

Travel is not required.

**Physical Demands:**

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

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employees ability to see near and far distances.

**DISCLAIMER:** The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts managements right to assign duties and responsibilities to this job at any time.

**Who we are:**

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service and innovation. For more than 100 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love. With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions.

At Batesville, our associates are our strongest asset, and we strive to attract, hire and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

Individual worth and integrity

Excellence in execution

Spirit of continuous learning and improvement

Courage

Customer focus and partnership

Batesville is an operating company of Hillenbrand. Hillenbrand ( ) is a global diversified industrial company with businesses that serve a wide variety of industries around the world. We pursue profitable growth and robust cash generation to drive increased value for our shareholders. Hillenbrand's portfolio includes industrial businesses such as Coperion, Milacron Injection Molding & Extrusion, and Mold-Masters, in addition to Batesville, a recognized leader in the death care industry in North America. Hillenbrand is publicly traded on the NYSE under "HI."

**What Sets Us Apart:**

**Making a difference:** Helping families honor the lives of those they love isnt just our mission. Its why we do what we do every day to make every Batesville product the best it can be.

**Development is a priority:** We promote learning and development from Day 1. From our *Experience Batesville* onboarding program to self-guided courses on Batesville University, there are opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement.

**Putting customers first:** We value the funeral professionals role in serving families and are committed to doing our part to ensure their success.

**We Have Fun** We work hard, but when its time to play, we get creative and competitive. Whether it is a kickball tournament or football toss, our *Tree is Me* team provides engagement activities to bring people together across the organization.

**We Give Back**: We support our communities by assisting in fundraising events and volunteer programs to help those in need.

At Hillenbrand we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.