Stuller, Inc.

  • CX Engagement Project Specialist

    Job Locations US-LA-Lafayette
    Posted Date 1 month ago(10/12/2018 10:49 AM)
    Req No.
    2018-6706
    Type
    Full-Time
    Category
    Marketing
    Work Hours
    8:00-5:00
  • Overview

    Reporting to the Vice President of Customer Experience, the CX Project Specialist is responsible for planning and organizing all CX departmental activities and functions.  This role will also be responsible for all operational, implementation and post-event activities. From leading strategies to increase employee engagement through strategies that involve our culture, customer learnings, CX learnings to ensuring that our associates are brought along with the company in regard to overarching campaigns that connect to knowledge opportunities.

    Qualifications

    • Bachelor’s degree or relevant work experience
    • Minimum 5 years' experience in a high volume customer service environment as well as managing and leading teams
    • Commitment to customer service (internal and external).
    • Creative thinking and planning on strategies to improve the customer experience.
    • Ability to use good judgement in all situations
    • Creative and innovative thinker.
    • Self starter, high level of initiative, proven proactive thinker.
    • Highly proficient in time management, organization, planning and prioritization
    • Superior communication skills, both written and verbal.
    • Professional business presence and acumen.
    • Ability to effectively work cross functionally across the company
    • Ability to manage time effectively
    • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic
    • Ability to manage changing priorities
    • Strong interpersonal skills and ability to establish rapport
    • Experience with MS Office programs (Excel, Word, Outlook and PowerPoint)

    Responsibilities

    • Organize and Lead activities to enhance Employee Experience on the front line through strong communication, learning and deep engagement.
    • Build and execute an annual calendar that details topics of focus and overarching campaigns, in line with external marketing strategies where applicable.
    • Develop strategies in partnership with the CX team on communicating to our frontline awareness of who our customers are.
    • Establish needed partnerships from throughout the company to execute campaigns, plan for needed learning modules and resource allocation to ensure alignment with department objectives and goals.
    • Work closely with internal and external teams to define event goals, objectives and specific implementation plans that promote the company's sales objectives or branding requirements
    • Partner with Customer Communications and Brand Experience team to develop branding, collateral materials and tools needed for Frontline knowledge and awareness.
    • Partner with L&D team to develop learning modules and curriculum needed for Frontline knowledge and awareness.
    • Partner with Merchandising Teams to develop communication tools regarding new product launches, product knowledge and other product related events.
    • Assist with Forecasting cycle as well as all CX Admin related expenses.
    • Establish budgets and manage to those budgets for: Customer Recognition, Customer Visits, Employee Recognition and Employee Engagement.
    • Work with CX team on overall organization in regard to CX mechanisms, projects and deadlines.
    • Communicate with Stuller Customers regarding anything that is needed from a CX perspective, providing service and escalating when appropriate.
    • Communicate with Stuller Customers regarding specific travel/ meetings.
    • Arrange and organize customer visits specific to customer needs.
    • Represent and deliver excellence that is in keeping with Stuller's brand
    • Provide post-campaign analysis, budget recaps and participant feedback and incorporate learnings into future plans

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