Marketing Customer Experience (CX) Manager

About the position

We are seeking an experienced and innovative Customer Experience (CX) Manager with 5-7 years of experience to drive the design and execution of holistic customer experience strategies. In this role, you will champion a customer-first mindset across all touchpoints and processes, collaborating cross-functionally to elevate brand perception and customer satisfaction. If you are passionate about creating seamless and memorable experiences for customers, we want to hear from you.

Responsibilities

• Design, implement, and optimize end-to-end customer journeys by analyzing touchpoints and identifying opportunities for improvement.
• Utilize customer data, feedback, and analytics to uncover actionable insights, measure satisfaction levels (e.g., NPS, CSAT), and track the effectiveness of CX initiatives.
• Develop and execute customer experience strategies that align with overall business goals and enhance brand loyalty.
• Lead workshops and cross-functional teams to identify and pilot innovative ideas that improve customer experience.
• Partner with marketing, operations, and technology teams to ensure consistent and delightful customer experiences across all platforms.
• Streamline processes and remove friction from customer interactions to create a seamless experience.

Requirements

• 5-7 years of experience in customer experience management, customer insights, or related roles.
• Proven track record of implementing successful CX strategies and improving key metrics.
• Expertise in journey mapping tools, data visualization software, and CX measurement frameworks.
• Strong analytical skills with the ability to interpret complex data and translate it into meaningful insights.
• Excellent leadership, communication, and interpersonal skills to influence stakeholders at all levels.
• Knowledge of customer research methodologies and familiarity with emerging CX trends.
• Experience with various CX platforms and customer analytics tools.
• Experience with various CX frameworks and design thinking practices.

Nice-to-haves

• Background in the automotive industry, with a keen understanding of customer behavior, journeys and expectations.

Benefits

• Variety of health and wellness benefits including paid time off and holiday pay.