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Digital Customer Experience Manager Job in Valley City, Ohio US

Digital Customer Experience Manager

MTD Products Inc. - Valley City, OH

Posted: 1/22/2021 - Expires: 4/22/2021

Job ID: 223767598

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Job Description

At MTD Products, we do more than just design, manufacture, market, and sell outdoor power equipment. We are an industry leader driven by a greater purpose to inspire people to care for and enjoy the outdoors. As employees, we foster collaboration and teamwork, drive for results, champion change, and inspire and motivate others to high performance. We value stewardship, passion, respect, integrity, and gratitude. And, every day we build upon the strong corporate culture that makes MTD a great place to build a career.

Founded in 1932 and headquartered in Valley City, Ohio, MTD is a global company known for innovation and award-winning lawn mowers, snow blowers and other equipment for both residential and professional markets. Our family of brands includes Cub Cadet®, Troy-Bilt®, Robomow®, Rover®, and WOLF-Garten® – all backed by our strong network of MTD support focused on uncompromising quality, service and value through advanced manufacturing.

Purpose:

As a member of the Digital Marketing team, the Digital Customer Experience (CX) Manager is responsible for developing, executing, and analyzing strategic initiatives to build the best-in-class experiences for our customer.  This role seeks an individual who appreciates both creating strategies and diving deep into customer journey data to gain actionable insights about the customer and drive continuous improvement to the customer experience.

Since the digital customer experience focuses on the digital interfaces’ consumers use to interact with companies the Digital CX Manager will have oversight of these customer programs. These programs include, but not limited to, our ratings & review platform, product sampling platform, social listening platform, and community relations program.  This individual should be confident in quickly interpreting data and providing recommendations to cross-functional teams.

Additionally, this person will be the subject matter expert for consumer data and will oversee our product registration strategy, the consumer data we maintain and leverage and how we ensure we follow privacy laws including CCPA/PIPEDA. and will ensure to communicate policy changes to our digital and eCommerce teams.

The right individual will be a self-starter with strong communication skills with the ability to manage multiple tasks efficiently, who works well within a team and independently as needed. This role will support all brands within North America and collaborate (where applicable) with counter partners in other regions. Additionally, this position will work closely with brand marketing, channel marketing, eCommerce and product marketing.

Essential Duties

Oversee the strategy and analysis for our ratings & review platform, customer response platform, social listening platform along with our sweepstake, sampling, and loyalty programs

Work cross-functionally with our online customer service agents to monitor customer response times for reviews and Q&A replies on our eCommerce and retailer websites

Manage product registration strategy and the ways to monetize and build loyalty off consumer data

Analyze call center data for actionable insights; communicate to appropriate parties for optimizations

Analyze performance data, measure impact to customers, and generate actionable insights based on trends

Collaborate with brand marketing team and agencies to build customer loyalty programs

Strong interest in creating unique experiences to benefit internal and external stakeholders

Proven experience developing successful strategies for customer experience

Experience developing key metrics and tracking satisfaction across the customer journey

Participate as a Customer Experience subject matter expert on projects

Ability to be flexible amidst changing customer needs

Experience/Educational Requirements:

BS / BA required

3+ years of demonstrated experience in analytics

Familiarity with Microsoft Power BI, Google Analytics, Salesforce

A passion for improving the customer’s experience

Thrive in a fast-paced environment with a lot of iteration and tight turnaround

Understand and adapt to business objective changes

The idea candidate models the following leadership competencies:

Character – Display high integrity and honesty

Personal Capability – Demonstrate technical and professional expertise, Solve problems and analyze issues, Innovate, Practice self-development

Focus on Results – Establish stretch goals and Take responsibility for outcomes

Interpersonal Skills – Communicate powerfully and prolifically, Inspire and motivate others to high performance, Build relationships, Develop others, and Collaborate with others

Work Environment:

Corporate/open and collaborative environment

Flexible working schedule

Business Casual; jeans acceptable per dress code guidelines

Travel:

Approximately 5% travel within North America

MTD offers a competitive salary and benefit package that includes 401k, Defined Contribution Plan, Health and Dental Insurance, Vision Insurance, Tuition Reimbursement, paid vacation, and paid holidays.

 

MTD is an equal opportunity employer M/F/D/V.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
48610330
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A