Project Manager, Customer Experience

3 weeks ago

Eden Prairie, United States Bluestem Brands Full time

** Project Manager, Customer Experience**

**Job Category****:** Marketing **Requisition Number****:** PROJE02362 Showing 1 location **Job Details**

**Description**

Bluestem Brands is the parent company to seven eCommerce retail brands. We have one mission: to build a dynamic retail enterprise that wins with direct-to-consumer excellence and entrepreneurial-minded employees focused on serving our customers unique needs. Our leadership is responsive and supportive, empowering those smart and passionate employees who drive our success. We are continually innovating and improving: we take risks, learn from mistakes and celebrate success as a team.

You work hard, and you deserve more than just a paycheck. Bluestem works to do whats right for employees. From the big things (great benefits, employee discounts and incentive plans) to small touches (jeans-every-day dress code), this is the place youll want to be. And we dont just talk about work-life balance, we try to live it. Join the Bluestem Brands team to make an impact, be inspired and be valued, every day.

We are seeking a Project Manager of Customer Experience. Reporting to the Senior Director of CX, the Project Manager of Customer Experience is responsible for managing initiatives to improve customer experience and strategic programs that offer value to customers. This includes, but is not limited to, business case development and measurement, cross-functional project leadership, program performance analysis, participation in strategy development, and day-to-day program management.

**DUTIES AND RESPONSIBILITIES:**

* Monitor and analyze customer feedback channels, such as Fingerhuts Customer Experience Monitor Program, Customer Rapid Response, Return Reasons, and Escalated Complaints, to identify and prioritize initiatives that will improve customer experience and increase satisfaction scores

* Participate in development and execution of key initiatives that touch customer experience, by providing customer POV, maintaining line of site to operational impacts and tracking initiative outcome

* Effectively manage special projects as assigned

* Collaborate with Customer Service and Fulfillment teams to monitor customer experience trends related to program inquiries (track transfer points, complaint logs, order delivery, etc.)

* Draft customer facing communication and policies, such as return policy, FAQ responses, etc.

* Serve as primary contact with external agencies and companies for assigned programs

* Oversee day-to-day program management, which includes, and is not limited to, development of creative briefs, creative asset review, offer testing, multi-channel marketing plans to support program offerings, monitoring and analyzing program KPIs and cross-functional collaboration to continuously drive business forward

* Build and maintain highly effective working relationships in order to lead and collaborate with cross functional teams, such as Customer Marketing, Compliance, Merchandising, Site Merchandising, Ecomm, IT, Finance, Merchandising, and Credit

**QUALIFICATIONS:**

* 5 to 10 years of work experience related to marketing, customer experience, project management, business development or account management required

* Project management experience, including demonstrated ability to track details while maintaining big-picture perspective and effectively lead cross functional teams

* Proficiency in end to end process mapping

* Large meeting facilitation skills with ability to drive outcomes

* Proven analytical ability critical

* Demonstrated ability to multi-task

* Strong problem-solving and decision-making skills

* Energetic and self-directed with the ability to learn quickly

* Highly Proficient in Excel, PowerPoint, and Visio

* Strong written and verbal communication skills, and comfortable presenting to Sr leadership

* Direct and digital marketing experience a plus

#LI - PD1

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