Sr. Manager, Customer Experience (Events) en Raleigh, NC a Advance Auto Parts

Fecha de publicación: 1/23/2022

Resumen de la oferta

  • Tipo de contrato:
    Full-Time
  • Ubicación:
    Raleigh, NC
  • Tipo de empleo:
  • Fecha de publicación:
    1/23/2022

Descripción del empleo



Job Description

The Senior Manager of Customer Experience (Eventswill work to thoroughly understand and support the elements that form our professional customer experience and the evolution to become the leading Professional Sales organization in the automotive aftermarket. While this role has a broader impact across the customer experience journey, this person will have a major focus in customer-facing events and creating unique and impactful experiences through event planning, management and innovation. This person will also lead the event experience team and will be responsible for creating the CX vision, strategy and structure of our event offering. The customer experience manager will also drive customer and team member engagement through communication, collaboration and change management.

This position builds strong cross-functional and collaborative relationships with internal and external business partners to fully understand their strategies and needs to implement the most impactful delivery method. This team member will work closely with many to ensure smooth execution and success of key company initiatives. Team Member will also be responsible for external business partnerships to make sure we are meeting business needs in the most efficient and responsible way.

Essential Duties and responsibilities

Duties and responsibilities include the following.  Other duties may be assigned.

  • Directs all aspects multiple Professional customer events across the enterprise in varied size ranging from small events with few people to large-scale events with up to thousands of attendees with guidance and leadership from director
  • Organize and execute internal events and meetings
  • Direct and organize events team in the most effective way to support the needs of the business and customer
  • Ability to negotiate and contract agreements between third party suppliers such as hotels, cruise lines, technology, transportation and other service providers
  • Regularly assess how the event strategy contributes to overarching company goals
  • Frequently employ a variety of analysis tools such as best practice surveys, sales and growth trends to improve customer experiences and company profitability
  • Responsible for event technology platforms including customer database, websites, event applications(apps) that will elevate the customer experience
  • Responsible for creating, maintaining and tracking multimillion-dollar event budgets
  • Implement local event strategy including technology, playbook and modeling to enable field team to execute successful regional events that produce positive and measurable ROI
  • Collaborates closely with key professional sales stakeholders across the organization to drive best in class experiences facilitated through the Professional Customer Center of Excellence
  • Work cross functionally with internal stakeholders to delivery business value through events and ensure timelines and budget are being met
  • Work with sales and marketing teams to create complimentary direct marketing and sales engagement plans to yield optimal event adoption and customer acquisition
  • Be a change agent for the professional sales organization and customer
  • Identifies and actions upon risks that could negatively impact professional customers
  • Design impactful project rollout plans and collaborate with business owners to implement new processes and programs effectively
  • Responsible for metrics reporting on respective programs and recommendations for enhancements to ensure program effectiveness
  • Lead meetings and presentations with field team and other departments to teach out and gain alignment on programs and support plan
  • Creating and curating content for small or large stage presentations
  • Gathers inputs and directives from collaborative work groups to help build and develop programs that are effective and impactful
  • Responsible for writing marketing or project briefs to aid in the production of support materials
  • Responsible for tracking and forecasting budget as it relates to areas of responsibility

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Previous event planning experience required, CMP is strongly preferred
  • Knowledge and proficiency of event technology and tools such
  • Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.  Ability to apply concepts of basic algebra and geometry.
  • Ability to direct and influence large groups of people including executives
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.
  • Strong ability to adapt to rapidly shifting goals/priorities and navigate teams through change
  • Effective oral and written communication skills
  • Ability to prioritize tasks, operate and make decisions in a fast paced, high stress environment
  • Strong analytical skills, problem solving and creative thinking skills
  • Very proficient in Microsoft office systems including excel and power point
  • An understanding of SalesForce.com is preferred
  • Comfortable working in a fast paced environment with constant change and ambiguity
  • Up to 25% overnight travel

EDUCATION and/or EXPERIENCE

Bachelor’s degree in Marketing, Communications, or related field, and

A minimum of 7+ years related experience preferred;

Or equivalent combination of education and experience

CERTIFICATES, LICENSES, REGISTRATIONS

Current driver's license, MVR certified

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The Team Member frequently is required to stand and sit.  The Team Member is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The Team Member must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics are representative of those a Team Member may encounter while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions.  The noise level in the work environment is usually quiet.