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Digital Support Experience Manager

2 months ago

Villa Park, Illinois, United States The Blackstone Group Full time
Job Summary

We are seeking a highly skilled Digital Support Experience Manager to lead our Digital Support team and drive the development of our customer experience strategy. As a key member of our team, you will be responsible for establishing quarterly OKRs, enabling the team to achieve OKRs through strategic guidance and removal of barriers, and defining and executing the Self-Service and Customer Technical Support strategy across Digital and non-Digital channels.

Key Responsibilities
  • Lead the Digital Support team and establish quarterly OKRs in collaboration with the Customer Experience team.
  • Define and execute the Self-Service and Customer Technical Support strategy across Digital and non-Digital channels, increasing customer satisfaction and delivering best-in-class Support experiences across B2C and B2B customer segments.
  • Establish quantitative and qualitative measures to track performance and collect insights to inform and optimize the customer experience and related strategies, tactics, and programs.
  • Oversight and optimization of priority KPIs including self-serve rate across all Digital and non-Digital Support experiences and Digital platforms across paid and owned channels.
  • Lead Support team and drive day-to-day operational enhancements and business initiatives through effective project management techniques, cross-functional collaboration, and capacity planning, ensuring alignment to priority business objectives.
  • Identify areas of improvement across the Support journey and channel pathing (web, mobile app, email, push, organic search and Social).
  • Ensure all Support experiences are customer-centric, applicable to new prospects and existing customers seeking technical support for our products and solutions.
  • Partner with internal IT and web development resources to ensure timely execution of website and Digital capability enhancements.
  • Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
  • Motivate and lead a high-performance team by attracting, developing, engaging and retaining team members.
  • Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company's policies.
  • Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications.
  • Lead and motivate individuals and teams to create a workplace culture that is consistent with the CG mission, vision and values.
Qualifications
  • BS/BA degree in Marketing, Digital Technology or related field.
  • 6+ years management of Customer Support/Customer Experience platforms and programs; Customer Experience management including customer journey mapping, performance monitoring and optimization of the Digital experience.
  • 3+ years of experience in B2B CRM strategy development, program management and optimization for multiple end-user segments.
  • Database management including segmentation, personalization, data structure and platform integrations.
  • Managing integrated marketing programs across multiple Digital Channels.
  • Proven track record for end-to-end implementation of large-scale MarTech initiatives.
  • Working on a large, matrixed, digital team.
  • Working in an agile web development environment.
  • A/B, multivariate and other web testing and optimization practices.
  • Familiarity with core web technologies such as web content management, personalization tools, onsite search and web analytics.
  • Knowledge of Marketing Automation platforms (i.e. Salesforce Community, Salesforce Marketing Cloud, Pardot).
  • Self-motivated with strong track record of managing large-scale initiatives and delivering capabilities to drive business growth.
  • Strong analytical, critical thinking and quantitative skills, including the ability to translate ideas and concepts into actionable solutions.
  • Highly collaborative and adaptable to a changing environment.
  • Impeccable written and oral presentation skills, strong ability to influence others.
  • Strong analytical skills.
  • Solid knowledge base across Digital Marketing Technologies and the latest capabilities and releases.

Chamberlain Group is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to fostering an inclusive environment where people of all backgrounds feel welcome.