Ownership Experience Manager

Job Summary

Ownership Experience Program Manager

We are looking for a dynamic Ownership Experience Program Manager to lead, manage, and optimize the customer experience throughout the entire product or service ownership lifecycle. You will be responsible for designing, developing and executing programs that ensure customers have a seamless, enjoyable, and enriching ownership experience, from purchase to product end-of-life or upgrade. You will work closely with cross-functional teams to surface needs, prioritize, implement initiatives that foster customer loyalty, satisfaction, and customer lifetime value.

MAIN RESPONSIBILITIES (Day-to-day Will Involve)

• Identify and execute on opportunities to improve LG ownership experience, including developing test and learn plans, communicating requirements to development, creative, and content teams, and measuring and reporting on results
• Collect and analyze feedback from customers to identify areas of improvement in the product, service, or experience
• Working with MKT, tech solutions teams and customer service center to execute the product plan based on roadmap, and prioritizing product change requests based on issue volume, owners impacted, revenue impact, and other relevant metrics.
• Identify opportunities and create strategies to enhance customer loyalty and retention, such as loyalty programs, referral incentives, and exclusive offers.
• Manage and continuously improve processes for scale that help the team meet the product's goals more efficiently and effectively
• Understand and communicate all upcoming product features and user experience changes to key stakeholders
• Aggregate and analyze owner issues using internal tools, customer surveys, and GA360 of all available data sources to gather user insights.
• Work with various teams to guide Customer support center to create proper support content, in order to ensure LG owners are able to find answers to the most frequently asked questions.
• Formulate the best ways to sell services and increase utilization while enhancing ownership experience
  
  

KEY COMPETENCIES

• A curious mind with understanding of customer data and strong management skills to execute roadmaps and achieve goals
• Bachelor s degree in relevant field and a minimum of 5 years of experience in program management, customer experience, or customer success, preferably in a product-focused industry Advanced degree and prior management experience preferred
• Ability to prioritize and complete multiple projects with deadlines
• Strong analytical approach to understand customer behavior and assess opportunities
• Attention to details and cross-functional relationship management skills
• Excellent communication skills (both written and verbal)
• Highly collaborative and demonstrated ability to work with people of diverse backgrounds
• Ability to work across multiple projects simultaneously
• Excellent teamwork skills