Senior Manager, Customer Experience Measurement

Position Overview

The Senior Manager, Customer Experience Measurement oversees the voice of the customer programs that drive engagement, satisfaction, loyalty, retention, and advocacy within Encore's customer base. This includes overseeing the design, implementation, and maintenance of VOC program tools (Medallia), analyzing customer feedback to derive insights, and ensuring Encore leaders and teams have timely access to actionable CX and VOC insights. This position works closely with the Director, Service Excellence to develop and action against CX objectives.

Key Job Responsibilities

• Manage and oversee the end-to-end delivery of CX programs, including customer journey mapping, voice of the customer, customer satisfaction, loyalty, retention, and advocacy.

• Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.

• Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions.

• Partner with internal and external stakeholders to design and implement CX solutions that enhance customer value and satisfaction.

• In partnership with the COE, develop annual CX objectives and KPI's.

• Build and foster a culture of customer obsession and excellence across the organization.

• Maintains expert understanding of latest CX and VOC industry trends and innovations.

• Acts as an internal CX coach and thought leader for CX VOC programs, teaching the organization on best practices and new techniques for capturing VOC.

• Oversee third-party/vendor relationships for tools and resources necessary to accomplish organization's goals related to feedback, research, and insights data.

Job Qualifications

• Bachelor's degree in Business, Marketing, Psychology, or related field. Master's degree preferred.

• 7+ years of experience in customer experience, customer insights, or related field, preferably in a B2B service organization.

• Proven track record of leading and managing successful CX programs and projects.

• Experience working with CX platforms such as Medallia or Qualtrics.

• Strong knowledge and skills in CX methodologies, tools, and best practices.

• Excellent analytical, problem-solving, and decision-making skills.

• Exceptional communication, presentation, and interpersonal skills.

• Attention to detail, self-motivated, and ability to work both collaboratively and independently

• Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines

• Passionate about customer satisfaction and loyalty.

Competency Group

• Deliver World Class Service

• Hospitality

• Ownership

• Do The Right Thing

• Demonstrates Self-Awareness

• Drive Results

• Ensures Accountability

• See The Big Picture

• Decision Quality

• Manages Complexity

• Value People

• Collaborates

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Work Environment

Office

Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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