Manager, Customer Experience

What is Circles? On any given day, a Service Professional (Customer Service Representative) is arranging a getaway to St. Kitts for one of our members who is trying to organize a last-minute birthday celebration for his wife. Our CEO is being interviewed for a national television program on why Circles has not only survived but thrived in the recent market decline. A Sales Executive is signing a deal with one of the most recognizable names in the credit card industry. And Mara and Beaufort, our Circles mascots (the co-founders' dogs), are roaming the office trying to find the sunniest spot to sprawl out and take a nap. This is Circles!

 

Current Opportunity ? Manager, Customer Experience

 Position Description:

 

New position responsible for developing and executing on plan to measurably improve key business metrics by defining and communicating clear standards of excellence in the customer experience.  Responsible for forecasting revenue based on identified opportunities to maximize customer value. 

 

Responsibilities:

 Assess customer experience by client type on an on-going basisAnalyze and create profiles based on key customer data to drive insights into customer experienceChampion customer experience standards of excellence to internal stakeholdersIdentify opportunities to improve customer experience and work with cross-functional teams to define and operationalize servicing enhancementsEnhance and roll out customer experience scorecard; measure progress by client type and analyze gaps and opportunities on an ongoing basisDevelop financial models to accurately forecast revenue by client and program type for new and repeat customersCraft long-term plan to maximize revenue through targeting and servicing based on customer need

 Essential Competencies:

 Self-starter with strong desire to engage cross-functionally and natural curiosity that leads to discovery and insightAbility to influence and impact changePassionate and creative about analytics: enjoys mining data to gain understanding and derive creative insights and solutions to improve businessActive listener and learner, with ability to see patterns and uncover gapsStrong understanding and articulation of best-in-class customer service/experienceProficiency in developing compelling presentations to engage key audiences and motivate towards excellenceStrategic planning skills; ability to craft short and long-term plans to drive key business metricsExpertise in Excel, Powerpoint, and WordAptitude for financial modeling and analysis

 

Education/ Certification Required:  Bachelor?s degree required.  MBA preferred.

Required Experience:  4-7 years of work experience.

 

If interested, please submit your cover letter and resume as Word attachments to hr@circles.com