Customer Experience Manager in Raleigh, NC at Advance Auto Parts

Date Posted: 7/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Raleigh, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/9/2018

Job Description

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class:

SUMMARY

The Customer Experience Manager will 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 and vision, this person will have a major focus in customer-facing events and creating unique and impactful experiences through event planning and management. 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 responsibilites

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

  • Manages all aspects multiple Professional customer events across the enterprise in varied size ranging from small events with few people to large-scale events with thousands of attendees with guidance and leadership from senior manager
  • Support internal events and meetings from an event planning and content creation aspect
  • Identifies and leverages synergies across the organization’s banners to drive productivity and efficiency
  • Collaborates closely with key professional sales stakeholders across the organization to drive best in class experiences facilitated through the Professional Customer Center of Excellence
  • Drive effectiveness and adoption of new and existing channels and capabilities that impact our sales, operations and support teams
  • Research, recommend and implement new tools and capabilities that facilitate enhanced user experience and result in measurable and positive business outcomes
  • Act as 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
  • Manage many different project timelines and schedules to ensure all deadlines are being met and tracked and manage impact to our field team and customer.
  • 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.
  • Exudes confidence in the ability to lead, direct and influence customers, team members and other leaders and often times serves as the single point of contact and project lead on meetings and events and in high-stress environments
  • 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
  • Serve as back-up representative to Senior Manager, Professional Customer Engagement when needed for internal and external meetings and events.
  • Participates in regular internal planning meetings to review status of commercial marketing programs development and communicates new programs/issues
  • Interview and manage an intern to support key activities
  • Responsible for tracking and forecasting budget as it relates to areas of responsibility
  • Manage program email inboxes to support customers and the field organization with key program initiatives

Job Requirements

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 preferred
  • 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 lead 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.
  • Ability to develop and manage projects from conception to execution
  • Strong platform skills including hosting WebExs, conference calls, training sessions
  • Effective oral and written communication skills
  • 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
  • Ability to maintain, forecast and balance budgets
  • Proven track record of building strong relationships with our OPS and sales team
  • 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

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

A minimum of 6 years related experience preferred;

Or equivalent combination of education and experience

 

CERTIFICATES, LICENSES, REGISTRATIONS

Current driver's license, MVR certified

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.