Customer Experience Event Specialist in Raleigh, NC at Advance Auto Parts

Date Posted: 11/21/2020

Career Snapshot

Career Description



Job Description

The customer experience event specialist will work to thoroughly understand and support all elements that form our professional customer event strategy to create and execute meaningful events that align to our business goals and deliver an unmatched customer experience. The customer experience event specialist 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 responsibilites

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

  • Support internal and external events from small to large scale throughout all phases of the program lifecycle from sourcing, design, launch, planning, on-site execution
  • Field customer calls and emails with questions pertaining to event plans and use technology to track and manage “cases” through to resolution
  • Draft communications to keep internal and external stakeholders informed throughout the event program lifecycle
  • Assist in design and build of event applications (apps)
  • Knowledge and ability to create and maintain rooming lists, birth a cruise ship and maintain a customer database
  • Liaison with internal teams such as marketing, sales, merchandising, accounting, credit to ensure internal department needs and timelines are met
  • Prepare sales and billing reports that require knowledge of excel formulas such as V-Lookup and pivot tables
  • Work with finance and accounting to ensure program budgets are in line and expenses and revenue are tracked
  • Maintain social media event pages
  • Contribute to content creation for internal and external presentations
  • Identify and create opportunities for vendor sponsorships and ability to work with merchandising and vendors to secure sponsorship funds and execute on the agreement
  • Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
  • Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
  • Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
  • Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
  • Quickly identify breaks in the customer experience that need immediate fixing
  • Demonstrate an eagerness to be a team player and assist in other functions as assigned by the management team
  • Ability to communicate effectively and build strong relationships with customers, peers and management
  • Ability to work and travel on an assortment of days, evenings, and weekends as needed

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
  • Excellent written and verbal communicator
  • 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 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.
  • Noted strengths in organizational and time and project management 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 Adobe InDesign is preferred
  • Ability to balance multiple projects at one time with varying degrees of implementation
  • Comfortable working in a fast paced environment with constant change and ambiguity
  • Up to 25% overnight travel

EDUCATION and/or EXPERIENCE

Minimum 3 years’ experience in automotive or retail customer service, high school diploma or GED equivalent or equivalent combination of education and experience

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license; ASE Certification preferred, but not required

PHYSICAL DEMANDS

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee will predominantly be walking or standing. The employee is required to be able to talk and hear, and use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee is usually working inside; however, they will occasionally be outside and exposed to various weather conditions while performing such tasks as installing batteries and wiper blades. The employee is also occasionally exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals. The noise level/vibration in the work environment is usually moderate.