Position Summary: The Global Customer Experience Manager is responsible for developing and implementing strategies useful in measuring, reporting on and improving customer relationships and satisfaction. This includes the creation and implementation of various methods of collection to capture feedback interactions from various target populations, analyzing, interpreting and reporting on target population interactions to identify requirements and information useful in measuring and optimizing customer experience and increasing satisfaction and loyalty. The Global Customer Experience Manager will liaise with the marketing, sales, innovation and operations/supply chain to identify, monitor and measure key touch/value points throughout the customer life cycle/ evolving customer journey. This role will also support the Sr. Director, Marketing Excellence in driving integrated approaches and experiential improvement efforts cross functionally across the CP Kelco organization. This will be done by utilizing customer loyalty, relationship and value management disciplines to maximizes customer loyalty, manage interactions with customers and support the organization in achieving maximum lifetime profit from the entire customer base and foster customer loyalty through high-quality interactions at each step.

Principal Duties & Responsibilities

* Develop a new to organization customer experience measurement and reporting program where one has not existed before. Including identification of needed tools, processes, policies and systems to do so. * Lead the organization in developing and adapting key process indicators to measure customer experience. * Serve as the key functional resource assisting customer facing departments across the globe, in developing and documenting holistic customer journeys and shaping all customer interactions in order to drive high level of customer experience, at all targeted stages of engagement. Take responsibility for regular updates of the effectiveness of these plans against targets and adapt plans to reflect the changing needs. * Lead the design, development, implementation and execution of regularly scheduled data collection (surveys, touch points, phone calls, etc.) and measurement tools to track such things as: Net Promoter Score, Customer Satisfaction, Ease of Doing Business, Voice of Customer and Brand Sentiment. Establish regular cadence for such metrics/reporting for the organization. * Employ best in class survey/question development techniques. * Together with Customer, Distributor and Marketing Excellence roles, drive a ‘customer first approach' to customer and distributor management while developing a cross functional Customer Experience strategy * Work with Marketing Communications ensure activities are integrated with overarching customer communication plan * Develop target audience segmentation/profiles to deliver personalized and relevant customer touch-points and check points and adapt all communications plans to reflect the changing needs of target audiences. * Report out on Customer Experience goals and target achievement in alignment with normal business cycles. * Make recommendations on best in class data collection methods and tools to measure customer experience.

Required Experience

* Bachelor's Degree in Business Administration, MBA Preferred and 7 plus years of experience in marketing, customer service and the analysis of customer experience data or consulting experience implementing new to organization customer experience programs required. * Knowledge of Salesforce.com CRM and various survey application technologies required. Experience with Salesforce Surveys and/or Qualtrics is essential. * Experience developing and implementing various data collection methods (written questions, surveys, interview scripts, etc.) and executing on them where necessary and developing downstream corrective action workflows, communication alert triggers and reporting required. * Experience presenting/collecting data in a Global organization. * Knowledge of the functional needs, processes and traditional challenges faced in B2B2C Sales, Customer Service, R&D; and Marketing, particularly as it relates to manufacturing firms is desired. * Experience leading customer journey mapping sessions cross functionally and with external customers. * Proven experience leading customer experience related process optimization/change efforts cross functionally and globally with positive outcome. * Ability to manage multiple priorities and shift focus quickly. * Excellent meeting facilitation, group discussion, presentation, summarization, oral and written communication skills. * Ability to communicate complex concepts and capabilities to a global user base with user friendly language. * Ability to work independently and within a team environment. * Time management skills with a proven ability to meet deadlines. If interested and qualified, please apply here: https://bit.ly/38n5U5x