Staples Manager, Customer Experience Activation (Remote) in Framingham, Massachusetts
About the Postion
Here at Staples, we put the customer at the center of our business. As a Customer Experience Manager, you will have general responsibility for ensuring that our enterprise priorities and initiatives are customer-led and customer-focused. This may include you providing oversight on customer experience initiatives, providing guidance on projects that require bringing together cross-functional teams and working directly with key stakeholders to ensure successful delivery, and ultimately being a go-to ambassador on customer experience.
Primary Duties & Responsibilities:
Drive customer experience across the organization by intaking customer data from different sources (surveys, customer journey maps, Voice of the Customer, etc.), convert to insights and identify opportunities to activate on.
Develop comprehensive activation road maps in collaboration with cross-functional teams and stakeholders.
Partner with business teams to incorporate the voice of the customer into their day-to-day operations.
Create a cohesive environment for all teams to grow their connections with customers and share best practices and learnings cross-functionally.
Work directly with business stakeholders and leadership teams to provide guidance, leadership and identify blockers/enablers and work through issues.
Work successfully in ambiguous environments; able to find clarity amongst ambiguity.
Develop new and creative solutions to customer problems.
Drive improved internal customer (associate) engagement/enablement by developing a roadmap to better serve external customers with optimizations in tools, processes and/or systems.
Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention and to meet their expect
Bachelors Degree preferred
8+ years of total work experience, preferably with 4+ years of project/program management experience and/or experience with activating customer experience/strategy
Deep proficiency in Excel, PowerPoint and Teams/SharePoint required.
Ability to build and maintain relationships with stakeholders and internal cross-functional team members.
Ability to influence, manage and drive action towards on-time and accurate execution of deliverables.
Effectively collaborate with key project and other cross-functional partners that quickly instills credibility, confidence and trust.
Excellent communication, organization and strong problem-solving skills.
While not a project manager position, the person in this role must have strong project management skills and be able to handle working on multiple complex projects at the same time.
Ability to adapt in a fast-paced, deadline-driven environment and to work independently and under tight timelines.
No fear of challenging the status quo.
Inclusion, a real sense of caring for the team and its partners’ professional and personal well-being.
Innovation with a “can-do” approach to inspire and motivate associates to excel.
Proactive, decisive and adept at managing under pressure with a positive attitude
Interested in joining the team? Check out our perks and benefits !
Staples believes Inclusion is a verb and we encourage diversity of thinking and ideas as well as backgrounds and experiences. Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
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