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Director of Customer Experience in Memphis, TN at Terminix

Date Posted: 8/21/2019

Job Snapshot

Job Description

Position Overview

Responsible for the developing and owning the complete end to end customer journey and optimizing current and new customer experience and lifecycleWorks with stakeholders to develop and implement customer journeys and our customer experience across the organization. This role is instrumental in driving customer satisfaction, NPS, retention, new business growth and profitable income.

Job Responsibilities

  • Maps current and potential member’s journeys and experiences across the company’s current and new customer base.
  • Partners with our Strategic Agency of Record (AOR) to drive best in class customer experience and engagement.
  • Accountable for the achievement of member experience, retention, loyalty, and business financial goals.
  • Conducts quantitive and qualitive analyses of customer feedback using leading practice research and analytics methodologies.
  • Drives the best in class consumer market research, VOC and customer scorecard and satisfaction reporting.
  • Applies broad knowledge of leading practices, business challenges, and consumer business models to proactively identify trends, competitive advantages, pain points and risks.
  • Develops and produces concise reports with insights and recommends actions. Monitors and reports on implementations, raising issues to other appropriate business leaders for quick and effective resolutions.
  • Reviews capabilities within the company’s CRM platform, systems and departments to evaluate feasibility of recommendations.  Develops actions plans including timelines and resources.
  • Collaborates across departments to ensure approved plans are implemented, including systems and procedures, pilots/tests, employee communications and training, and member communications as needed. Facilitates discussion and decisions to implement action plans.
  • Champions an elevated understanding of customer behavior, segmentation and specific areas of opportunities across the organization.

Job Requirements

  • Bachelor’s degree in Business or related field
  • Master’s Degree in relevant field preferred
  • 8+ years related experience with customer experience, some of which can be within a financial situation
  • Comprehensive experience understanding customer experience analytics
  • Experience successfully managing cross-functional projects, including systems and procedural changes
  • Demonstrated experience in transforming raw data into meaningful information
  • Familiar with key Customer perception metrics like NPS and VOC, including their analysis and application
  • Strong client-facing communication skills with a focus on building collaborative relationships
  • Ability to promote inclusion of diverse knowledge, skills and experiences to achieve results
  • Analytical thinker with strong troubleshooting skills and ability to think systematically
  • Strong executive level presentation skills with the ability to influence organizational change
  • Experience with digital and/or mobile products preferred
  • Salesforce CRM implementation and execution experience preferred

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.


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