What are the responsibilities and job description for the Manager - Customer Experience position at Guardian Protection?
Join a Growing Industry with Guardian Protection!
The Customer Experience Manager is responsible for developing and executing strategies and activities that enhance our customer’s experience and engagement, which may include customer surveys, industry practices, process and journey maps and other research initiatives.
We offer cutting-edge technology, 24/7 professional monitoring, and peace of mind to hundreds of thousands of customers. Our products are expertly installed, monitored by real people, and truly make a difference. We do what we do because of one simple truth: life is better when it’s safe.
What’s In It For You:
- Attractive compensation package
- Comprehensive benefit package starting day 1
- Opportunity to grow within the company
- The chance to be part of a Top 10 company and high-energy employee culture
What You'll Be Doing:
- Develop and implement strategies to improve customer experience and engagement across all products and services.
- Analyze customer feedback and data to identify areas for improvement and implement solutions to address them.
- Develop and lead a team of customer experience and engagement professionals to deliver exceptional customer service.
- Collaborate with cross-functional teams to ensure alignment of customer experience initiatives with overall company goals and objectives.
- Develop and manage customer engagement programs to increase retention and loyalty.
- Develop and implement a customer advocacy program to drive positive customer reviews and referrals.
- Continuously evaluate and improve customer touchpoints, including website, mobile app and customer service channels.
- Develop and manage customer satisfaction metrics to track progress and identify areas for improvement.
- Gather information, compile, organize, and analyze large amounts of data from various internal databases and business systems to identify and articulate actionable insights.
- Investigate to confirm results of report data and understand the basic relationship and impact of the data.
- Assist in the preparation of weekly and monthly reports.
- Summarize findings and develop solid recommendations to help the team drive decisions.
- Prepare content for focus groups and other internal and external presentations.
- Contribute to ongoing insight development that drives an improved customer experience and the overall success of the Customer Experience Team.
What You’ll Need:
- Dependable with strong organizational skills and detail-oriented perspective.
- Productive worker with solid work ethic, passion for work and positive attitude.
- Highly Proficient in Microsoft Outlook, Word, Excel and PowerPoint.
- Excellent written, verbal and interpersonal communication skills.
- Flexible and responsive to changing situations.
- Ability to work independently and as part of a team.
- Comfort and proficiency with large data sets and able to manipulate the data sets while ensuring data integrity.
- Experience in survey analytics a plus.
- Bachelor’s degree with 1 – 3 years of experience in a related field.
Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.
