Manager - Omni Customer Experience - Saint Petersburg, United States - L'Oreal

Description

JOB TITLE: Customer Experience Manager FLSA Status: Exempt

REPORTS TO: AVP CX Technology

DEPARTMENT: Omni Customer Experience

LOCATION: St. Petersburg, FL - SalonCentric National Operating Center (NOC)

SalonCentric, a subsidiary of L'Oreal USA, is the premiere distributor in the United States of salon professional products. Through its hundreds of stores, national field sales force and sub-distribution network, SalonCentric promotes the finest professional beauty brands and educates stylists on the latest products and trends.

Position Overview: The customer experience (CX) manager will work with the omni customer experience management team and internal groups to develop a deep understanding of the ways the omnichannel experience impacts our customers and how agents service our customers. The CX manager will need to identify opportunities within the customer journey, design and implement improvements to create positive customer experiences leading to long-lasting customer satisfaction. This role will need to leverage best practices, customer feedback, and business insights to drive improved customer experiences. A focus will be on process automation to improve the customer experience while driving efficiency within the customer service team. The CX manager will need to understand the IT ecosystem and business flows that help create a cohesive customer experience. This is a great opportunity for a service and tech obsessed individual who thrives on taking initiatives, solving complex issues, and managing multiple stakeholders.

Key Responsibilities:

• To improve customer experience, satisfaction and maintaining an optimized cost to serve
• Become an expert on the customer's experiences with SalonCentric
• Be the internal voice of change and transformation within the customer experience organization
• Work with multiple business stakeholders to identify opportunities and requirements for CX projects
• Document customer journeys
• Manage the design, implementation, and optimization of customer experience initiatives and processes
• Be the voice of customer satisfaction - gathering feedback from customers and advocating for customer experience enhancements with cross functional teams
• Owning NPS within the CX team and taking action to convert detractors and passives into promoters
• Put in place self-serve capabilities
• Analyze data and utilize business insights to identify opportunities for improvement
• Research best practices to create best in class experiences
• Partner with the analytics team to ensure structured data to build a foundation for better analytics, AI modeling, and efficient case resolution
• Document business requirements for IT project teams
• Work with IT project teams to drive the execution of new capabilities
• Assist with change management plans to ensure successful adoption
• Support in knowledge transfer to the service teams
• Help establish metrics to measure performance of new initiatives

Key Qualifications + Skills:

• Bachelor's degree, preferably in Business or equivalent
• Deep understanding of the customer journey and best in class customer experiences
• Customer journey design
• Customer relationship management
• Worked with multiple, cross-functional business area managers and stakeholders and influenced resolution of conflicting objectives
• Highly organized and detailed oriented
• Proven track record in meeting deadlines
• Must possess strong analytical and problem-solving skills to devise solutions to complex problems
• Excellent communication skills; Able to effectively present complex solutions to technical and non-technical staff at all levels of the organization, across multiple cultures/geographies
• Collaborative and effective at building consensus across the organization
• Experience working on IT projects preferred but not required