Freedom Boat Club - Member Experience Program Manager (Remote)

$61,400 - $98,600/Yr

Brunswick - Tampa, FL

Full-time - Mid Level

Remote - Tampa, FL

Transportation Equipment Manufacturing

About the position

Freedom Boat Club is the nation's oldest and largest private member boat club with locations both nationally and internationally. We are currently looking to add a Member Experience Program Manager to our Member Experience Center Team. The Member Experience Program Manager is responsible for enhancing customer satisfaction. This role involves understanding customer needs by identifying trends in customer data, ensuring immediate issues get resolution, and ensuring a positive overall experience with the company by monitoring loyalty and sentiment metrics. This role will manage projects and collaborate with cross-functional teams to drive improvements in customer satisfaction and loyalty.

Responsibilities

• Contribute to the development and refinement of sentiment tracking opportunities and manage the user and club admin database.
• Assist in training new CX users on customer service best practices and CXM platform capabilities.
• Prepare and present reports on customer interactions, feedback, and satisfaction metrics to management.
• Analyze customer feedback, journey maps, and performance metrics to identify pain points and opportunities for enhancement.
• Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Oversee CXM projects from conception to execution, ensuring timely delivery and alignment with business objectives.

Requirements

• Bachelor's degree in Business, Communications, or a related field is preferred.
• Proven experience in customer service or customer experience roles.
• Excellent communication and interpersonal skills, with a strong focus on customer satisfaction.
• Ability to work independently and collaboratively in a team environment.
• Strong analytical skills to assess customer feedback and identify trends.

Nice-to-haves

• Familiarity with customer experience management (CXM) software, specifically Qualtrics XM.
• Experience in a fast-paced environment with the ability to manage multiple priorities.
• Microsoft Suite proficiency, specifically Excel and Powerpoint.
• A positive attitude and a passion for customer data.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid vacation
• 401k (up to 4% match)
• Health Savings Account (with company contribution)
• Wellbeing program
• Product purchase discounts
• Annual discretionary bonus