Customer Experience Strategy Manager

Carlisle Construction Materials (CCM) is seeking a passionate Customer Experience Strategy Manager to join the Sales team at our Headquarters located in Carlisle, PA. As a Customer Experience Strategy Manager, you will play a critical role in the development and management of digital products and services within our organization. You will be responsible for the entire product lifecycle, from ideation and concept development to launch and ongoing optimization. This role requires a blend of business acumen, technical expertise, and a customer-centric mindset to deliver digital solutions that meet user needs and drive business growth.

The expected work schedule for this will be 8am to 5pm, 40 hours per week. There will be occasional travel, anticipated up to 10-15 days per year.

Duties and Responsibilities:

• Product Strategy:

• Define and communicate the product vision, strategy, and goals.

• Conduct market research and competitor analysis to understand customer needs and competitor landscape to identify opportunities and threats.

• Collaborate with cross-functional teams to align product initiatives with overall business objectives.

• Product Development:

• Lead the product development process, including defining requirements, prioritizing features, and creating product roadmaps. (For example, Customer Success Portal)

• Work closely with customer success (customer service), marketing, technical warranty, information technology, and innovation to ensure product development aligns with user needs and project timelines.

• Use project management methodologies to facilitate product development and manage the product backlog.

• User-Centered Design:

• Champion a user-centric approach to product design and development, focusing on usability and customer satisfaction.

• Collaborate with user experience (UX) and user interface (UI) designers to create intuitive and visually appealing digital products.

• Analytics and Optimization:

• Establish key performance indicators (KPIs) and track product performance using analytics tools. o Partner with Research Manager to continuously analyze user data, customer feedback, and market trends to identify opportunities for product improvement.

• Implement A/B testing and other optimization techniques to enhance product performance.

• Stakeholder Communication:

• Communicate progress and updates to internal stakeholders, including executives, developers, and designers.

• Act as a bridge between technical and non-technical teams to ensure alignment and effective collaboration.

• Product Launch:

• Partner with Marketing to plan and execute product launches, including marketing and communication strategies.

• Monitor the product's success post-launch and make adjustments as necessary.

• Risk Management:

• Identify potential risks and challenges in the product development process and develop contingency plans.

• Stay informed about industry regulations and compliance requirements relevant to digital products.

• Product Administration:

• Ensure the digital products or services are up to date, well-maintained, and running smoothly.

• Partner with stakeholders and IT to managing user accounts, access rights, and permissions for digital products and platforms.

• Lead triage meetings and grooming sessions.

• Partner with training team to develop and execute training programs.

• Collaborate with third-party vendors and consultants to ensure success.

• Other duties as assigned.

Required Knowledge/Skills/Abilities:

• Knowledge: proven experience in the discipline, ideally with a focus on digital products. Understanding of software development processes and technologies.

• Skills: strong analytical skills and proficiency in using data to make informed decisions. Exceptional project management and communication skills. Strong leadership and teamwork skills.

• Abilities: familiarity with design thinking principles and UX/UI design. Ability to think strategically and solve complex problems.