Bob's Discount Furniture - Manchester, CT
posted 2 months ago
As a member of Bob's growing Customer Experience practice, the Manager of Customer Experience will be responsible for developing and implementing strategic growth and operational initiatives aimed at enhancing Bob's customer journey. This role involves collaboration with various teams, including Customer Support, Delivery, Store Operations, Marketing, and IT, to transform the customer experience at Bob's Discount Furniture. The individual will report directly to the Director of Customer Experience and will play a crucial role in driving key customer experience (CX) metrics to ensure success in this position. The Manager will focus on customer growth and post-order support by configuring ticketing and automation workflows within Bob's Zendesk CRM platform to improve operational efficiencies and achieve sales and CX outcomes. This includes partnering with internal and third-party IT resources to integrate API and software solutions, enhancing customer messaging through various channels, and leading advancements in Generative AI to automate and personalize customer interactions. The role also involves creating customer-facing and internal FAQ content, monitoring and analyzing CRM workflows for continuous improvement, and managing the Voice of Customer program to address customer pain points and improve key CX metrics. In addition to these responsibilities, the Manager will collaborate with human resource training teams to develop engaging content that enhances associate utilization and success with the CX tech stack. Continuous improvement initiatives will be implemented to enhance customer satisfaction and loyalty, ensuring alignment with overall business goals. The ideal candidate will possess a strong customer-centric focus, exceptional organizational skills, and a passion for working with cutting-edge technologies to drive results and foster a culture of customer-centricity within the organization.