Freedom Boat Club - Member Experience Program Manager (Remote)

Brunswick - Venice, FL

Full-time

Remote - Venice, FL

Transportation Equipment Manufacturing

About the position

The Member Experience Program Manager at Freedom Boat Club is responsible for enhancing customer satisfaction and loyalty by analyzing customer data, resolving immediate issues, and ensuring a positive overall experience. This role involves managing projects, collaborating with cross-functional teams, and contributing to the development of customer experience management software.

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

• 401(k) matching
• Discounted membership rates