Customer Experience Manager (Marketing)
Capstone, Inc. - Dallas, TX

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Responsible for Improving the user experience across multiple channels aligning the channels to improve communication and establish a unified marketing G2M platform Customer retention driving incremental revenue gains customer lifecycle management reducing cost of salenew customer acquisition ensuring flawless UIUX execution Information Architecture managing project lifecycle and ensure accountability of key stakeholders User Experience Channel Management Responsible for the management of user experience across multiple channels to ensure flawless execution to adhere to the corporate strategic goals and objectives uncover new opportunities to improve communication and alignment and support other teamsdepartments initiatives Work closely with department VPs and authorized dealers Customer Lifecycle Management Develop customer intelligence and interactive programs based on audience segmentations behavioral data trends web analytics purchase history etc to maximize Customer Lifetime Value (CLV) reduce churn improve customer onboardingsatisfaction improve remarketing effectiveness reduce support costs create brand affinitycustomer loyalty and create positive Word of Mouth (WoM) Work closely with customer Marketing Operations and IT groups Channel Data Analysis Responsible for the overall user experience analysis from a channel standpoint Be the goto for everything data extraction and implement learning to strategize and ensure goal completion Establish best practices and set expectations to measure the effectiveness of implemented strategies Vendor Management Responsible for the overall management of our vendors to ensure a balanced UXCX exists across all channels and best practices are being adhered to at all levels of the organization Proven track record of marketing campaigns and measurement Proven track record of UXCX best practices and variables Keen and meticulous level of attention to detail Write concise and accurate Business Requirement Documents (BRDs) for web development and program rollout Report eCommerce trending analytics KPIs causal eCommerce relations and provide recommendations to upper management to optimize program results Selfmotivated and results driven to improve revenuemarketing results Ability to adapt to quickly changing situations and requirements Highlevel of aptitudeproficiency and proven track record of list segmentation localization and personalization required from a UX perspective Understanding of today’s eCommerce trends tools and techniques Experience with eCommerce platforms such as Oracle ATG Content Management System (CMS) or similar enterprise level platform Must have a strong desire for resultsoriented eCommerce performance 10+ years professional digital eCommerce sales and Marketing experience required Experience in multichannel (interactiveretail store) management experience Experience in eCommerce projectprogram management experience required Experience in customer lifecycle management Experience in user experience management design or best practices Experience in web analytics experience required with Google Analytics Omniture or Coremetrics Experience in managing eCommerce professionals Excellent project management skills Creative out of the box thinker Strong desire to rollup hisher sleeves and make things happen Experience in mobile web andor applications marketing