Customer Service Strategy Manager - PrincetonOne (New York, NY)
Posted: Monday, January 21, 2013 3:43 AM
Please forward a Word version of your resume to firstname.lastname@example.org for review and interview. Customer Service Strategy Manager We are seeking career focused individuals to work in a full-time permanent role within the “Big 4” consulting environment, focusing on the improvement of customer experience and customer service solutions. Openings are available at the Consultant and Management level. This role provides: Competitive salary and bonus structure Fantastic benefits and vacation packages Comprehensive training Advancement and growth opportunities Customer Sales & Service Strategy deals with understanding the needs of the customer and developing treatment strategies across all touch points (Web, IVR, Retail, Mobile, ContactCenter, and Social) to service those needs. In addition, this offering takes into consideration the unique characteristics of each customer (or segment) such as behaviors, value, preferences and attributes to differentiate treatment, capabilities and experiences across those touch points. Practitioners in this space must have experience in customer needs, capture quantitative data analysis (i.e. customer intentions, surveys), and qualitative practices (i.e. focus groups) as well as experience designing experiences within and across channels and measuring the impacts for customer satisfaction, revenue growth and contact efficiency. Key responsibilities may include: Conduct business diagnostics to help clients establish industry leading customer service solutions Develop thoughtful and innovative strategies to improve customer experience, increase revenue generation, and reduce operational costs across various customer segments through customer enablement and channel integration Perform/interpret metrics and analysis to identify opportunities and provide business justifications for clients Define to-be organization processes, capabilities, application of key technologies, and performance measurements/KPIs Develop implementation plans for proposed projects, including timelines, resource requirements and cost estimates Transform client vision into concrete business requirements. Lead design efforts for the enablement solution (ex: IVR) Actively pursue project opportunities and cultivate client relationships Contribute to thought capital development Basic Qualifications: Minimum of 4 years of experience in one or more of the following; Functional requirements writing for custom systems IVR or Web Self Service customer experience and usability design Data Analysis and reporting Project Management Customer Contact Centers Minimum 3 years of experience using customer analytics Minimum 2 years experience using channel analytics to track the customer experience across channels (IVR, Web, Retail, CallCenter, Mobile, Social) Bachelor's degree required Preferred Skills: Experience using customer analytics to determine customer preferences, needs and behaviors to cluster into related segments Experience using channel analytics to track the customer experience across channels (IVR, Web, Retail, CallCenter, Mobile, Social) Experience bringing the customer analytics and channel analytics together to develop differentiated Multi-Channel customer experience strategies and designs Experience building business cases and calculating ROI on customer strategy initiatives Experience working on cross channel programs and building a consistent, cross channel customer experience Ability to translate strategy into actionable and measurable designs across channels Experience with Microsoft Office Applications (Word, Excel, PowerPoint, Visio) Experience in IVR, Web, chat, social media, mobile, retail, agent customer experience design Multi-Industry customer experience analysis & design Customer survey development & creation Experience leading customer focus groups Ability to monetize voice of the customer or customer experience Please forward a Word version of your resume to email@example.com for review and interview.
• Post ID: 35879232 newyork