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Sr Manager Customer Experience Programs

2 months ago

Orlando, Florida, United States FREEMAN Full time

About Us

Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry's largest network of experts, Freeman's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 96-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The Customer Experience Enablement Sr. Program Manager develops and maintains ongoing success of comprehensive customer experience enablement programs for the Freeman enterprise. Through root cause analysis and the use of customer insights, this position drives change and continuous improvement within Freeman. This senior role leverages technology, people and process to define and execute customer experience enablement programs that result in measurable improvement and address gaps for customers and employees.

This position will support our Customer Experience team and is eligible to work a remote schedule.

Essential Duties & Responsibilities

Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; and implementing change.

Customer Journey

  • Identify customer pain points, develop an intake process to surface these pain points to key stakeholders and drive projects to improve the customer experience and key metrics.
  • Manage emerging issues and help mitigate negative customer experience events and drive proactive improvement programs (Experience Improvement Program).
  • Makes recommendations to CX leadership for new initiatives and business process changes.
  • Communicates changes and impact to the CX Insights team on enhancements / changes that impact the customer or employee experience.
  • Tracks and measure impacts to all changes implemented.
  • Make recommendations to Insights team on changes to how we gather feedback from customers.

Program / Project Management

  • Build framework and standards for executing projects within CX Enablement.
  • Owns and manages various CX Enablement programs, projects & continuous improvement product roadmaps.
  • Works with department and enterprise level project managers, business analysts, and business process analysts on strategic projects that drive change
  • Creates business case, defines objectives, determines ROI, and oversees quality control for various programs.
  • Manages program, attains additional help, and delegates tasks as required.
  • Identifies, assesses, and minimizes risks.
  • Ensures that programs meet all stated ROI and other objectives.
  • Build and maintain a sequenced CX roadmap with all key priorities
  • Produces weekly and monthly reports and recommend reporting that the business needs.

Leadership

  • Leads and manages project managers and coordinators working on CX Enablement programs.
  • Develops project managers and coordinators skills in managing business process improvement or system projects and improvements.

Budget Management

  • Meets financial objectives by forecasting requirements; scheduling expenditures for programs; analyzing variances; initiating corrective actions.

Strategic Planning & Communication

  • Supporting the senior leaders of Customer Experience with shaping the vision and long-term strategy for improvements to internal and external customer experience.
  • Conducts presentations for Freeman executives and external clients.
  • Manages communications to ensure that the internal customer is kept up to date on both the status of their questions/issues and of information pertinent to them.
  • Provides training and communication to enhance internal processes and tools.

Performs other duties as assigned.

Education & Experience

  • BS or BA degree or equivalent combination of education required.
  • 10+ years experience managing service programs, customer experience initiatives, and/or customer service improvements.
  • Experience with customer journey mapping and analysis a plus
  • Experience facilitating meetings and working with leadership and executives on improvement projects and initiatives
  • Project management experience and/or certifications a plus
  • Proven proficient use of PC-based software applications including MS Office and MS Project.
  • Exceptional customer service and organizational skills required.
  • Strong interpersonal communication and facilitation skills.
  • Strong presentation skills.
  • Sense of urgency and initiative.
  • Ability to prioritize and stay focused with multiple ongoing projects.
  • Mindset geared toward innovation and constantly finding new ways of doing in order to better benefit the company and the client
  • Excellent written and verbal communication skills.
  • Ability to work independently.

What We Offer

Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

  • Medical, Dental, Vision Insurance
  • Tuition Reimbursement
  • Paid Parental Leave
  • Life, Accident and Disability
  • Retirement with Company Match
  • Paid Time Off

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.