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Customer Experience Manager

2 months ago

Lewisville, Texas, United States PACCAR Full time
About the Role

PACCAR is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for overseeing and improving all aspects of the customer's digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle.

Key Responsibilities
  • Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
  • Act as the steward of the Global Connected customer experience.
  • Create comprehensive customer journey maps.
  • Analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
  • Work closely with customers, dealers, sales, and marketing to identify and validate customer value propositions.
  • Collaborate with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives.
  • Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
  • Train and educate internals on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
  • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
Requirements
  • 5+ years' experience in customer service, customer experience management, or a related field.
  • Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
  • Familiarity with project management principles and practices.
  • Results oriented with excellent customer service skills.
  • Strong attention to detail.
  • Excellent interpersonal, communication, and presentation skills, with proven ability to influence others.
  • Ability to work flexible schedule as business needs dictate.
  • Ability to travel (~30%, as needed).
Education/Training
  • Bachelor's degree in Business Administration, Marketing, Business Management, or Communications required.
  • Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP) a plus.
PACCAR Benefits
  • 401k with up to a 5% company match.
  • Fully funded pension plan that provides monthly benefits after retirement.
  • Comprehensive paid time off - minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time.
  • Tuition reimbursement for continued education.
  • Medical, dental, and vision plans for you and your family.
  • Flexible spending accounts (FSA) and health savings account (HSA).
  • Paid short-and long-term disability programs.
  • Life and accidental death and dismemberment insurance.
  • EAP services including wellness plans, estate planning, financial counseling and more.
Diversity & Inclusion

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.