Amplifon USA

Customer Experience Manager

Job Location CA-ON-Toronto
Posted Date 3 weeks ago(1/26/2018 4:54 PM)
Job ID
2018-2766
Category
Other

Overview

The customer experience can define an organization; how you manage it will define you.  Amplifon Americas a world leader in hearing care, has a strong demand for diverse, authentic, creative, and dynamic talent for our Customer Experience Manager role.

 

At Miracle-Ear Canada, our Customer Experience Manager position is the perfect opportunity to amplify your career. In this highly visible role, you will lead the way with strategy, precise execution, and your ability to influence others. The goal of CEM is to optimize customer interactions and foster strong customer loyalty.

Responsibilities

Our top candidate will design, implement and monitor a world-class Miracle-Ear customer experience.  A focus on continuous improvement and thought leadership will support your ability to map the customer journey, and provide qualitative touch point analysis with quantitative prioritization. 

 

How a customer feels about the product will determine an adoption rate, so having the skills to dig into sentiment analysis is a great opportunity to take this role further. Our customer-centric culture has strong and weak areas across Canada, so your ability to drive consistency across teams will be critical.

 

Lastly, our teams are faced with the unique challenge of helping an aging customer base work with a younger generation of hearing care professionals, so finding tactics to bridge generations will help drive your strategic approach to growth.

Qualifications

Education/Experience:

  • Bachelor’s degree in Business Administration or Marketing
  • 5+ years of Business Administration or Marketing Experience
  • Customer experience management and customer data analysis.

 

Required Skills:

  • Experience in leading customer experience initiatives.
  • A current understanding of Consumer Experience and methodologies and trends
  • Experience with personaldevelopment, user stories, journey maps, digital transformation.
  • Expertise in the Customer Experience (CX) discipline with demonstrated ability to understand and evaluate customer touch points to optimize and design future state experiences.
  • Experience leading and influencing cross-functional initiatives which are considered transformational.
  • Strong project leadership, results orientated and able to create clarity around an aligned vision.
  • Knowledge of tools such as Salesforce, Journey Mapping, etc.
  • Excellent thought leadership and analytical expertise with the ability to communicate across different levels in the organization.
  • Able to translate strategic concepts into supporting initiatives efficiently driving results linked to financial and qualitative goals.

 

While this is a highlight of what you’ll do, what you’ll get is pretty great too: 

  • Excellent compensation & benefits
  • Career path planning & mentorship
  • Award winning work/life balance
  • International business exposure
  • An amazing team of colleagues and leaders

 

Ready to Amplify Your Career? Apply now…

 

Miracle-Ear® welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

 

           

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