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Project Manager, Customer Experience

4 months ago

Malvern, United States CubeSmart Full time

Overview:

This is a hybrid role based in Malvern, PA

The Project Manager, Customer Experience will be responsible for aligning and implementing operational strategies, programs, and initiatives aimed at enhancing customer satisfaction and profitability. This role coordinates cross-functional teams to gain buy-in on proposed strategies and work to prioritize initiatives. This role requires a blend of strategic thinking, leadership, and hands-on execution to optimize customer experience and drive business growth.

Responsibilities:

Project Management:

- Be the project lead or play a critical role in customer facing, operational initiatives. Assess and recommend changes and assist in implementation of operational procedures aimed at delivering an excellent customer experience.

Strategy Development:

- Collaboration with other departments to implement a customer experience strategy aligned with business objectives and customer needs.

- Conduct customer journey mapping and identify opportunities for improvement across various touchpoints.

- Regularly assess operational risks or dependencies within the team, report it, and make changes on the fly as needed.

Stakeholder Collaboration:

- Collaborate cross-functionally to ensure alignment and consistency of in-store customer experience initiatives.

- Partner with senior leadership to advocate for customer-centric decisions and prioritize in-store customer experience investments.

- Be a visible, vocal advocate of our customer-centered strategy to foster team understanding, alignment, engagement, and support.

Customer Insights & Analysis:

- Analyze and interpret customer feedback, surveys, and data to identify trends, insights, and areas for operational improvement.

- Understand our customers experience via visiting stores, personally experiencing our customers journey, and soliciting feedback from customers and operations teammates.

- Assist in developing and implementing metrics, KPIs, and dashboards to monitor customer feedback and satisfaction.

- Effectively frame problems in a way that is distinct and actionable and leads to value creation for the customer and the company.

Continuous Improvement:

- Lead and participate in cross-functional teams to identify, prioritize, and implement customer experience enhancements and initiatives.

- Monitor industry trends, emerging technologies, and best practices to stay ahead of customer expectations and market changes.

Qualifications:
  • 5+ years of relevant work experience. Self storage experience preferred.
  • Bachelors degree or equivalent experience preferred.
  • Strong oral, written, and presentation skills.
  • Excellent time management skills by being able to balance multiple projects at one time.
  • Excited to bring new processes and procedures.
  • Detail oriented when troubleshooting and reporting issues to the product team.
  • Self-motivated and capable of working independently to deliver results.
  • Strong leadership skills with proven ability to execute without direct authority.
  • Ability to understand complex customer experiences / customer journeys and simplify them for use to provide transparency to colleagues.
  • Strong analytical, strategic thinking, problem solving and project management skills.
  • Proven ability to build and maintain strong, productive cross functional working relationships with internal stakeholders and external customers.
  • Professionalism in representing the company externally.

We are an Equal Opportunity Employer, Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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