Customer Experience Manager / CX Manager

Bob's Discount Furniture - Manchester, CT3.6

Full-time
We’re looking for an experienced digital project manager to join Bob’s new and growing CX team.

The CX Program Manager will build and manage digital innovation projects that improve our customer experience across all touchpoints, including web & stores, delivery, pickup, support, and at-home service. Projects include the expansion of our multi-channel Voice of Customer (VoC) survey program and our Customer Data Platform (CDP).

Responsibilities

Act as the project manager on the implementation and operation of CX digital initiatives (keep the trains running on time across internal teams, external consultants and third-party SaaS partners)

Partner with Marketing, Customer Care, Delivery, Store Operations, IT, Merchandising, and other teams on execution, deployment and training of CX programs

Roll up your sleeves and get stuff done (everyone has a bias for action and wears multiple hats at Bob’s!)

Keep a finger on the pulse of emerging technologies and approaches, along with retail category developments, with an eye toward improving our Customer Experience

Required Qualifications

Minimum of 3 to 5 years’ experience working in marketing/sales, product or project-management related roles

Strong ability and passion for working with modern technologies

Proven track record in producing strong results in end-to-end execution and rollout

Excellent interpersonal, verbal and presentation-writing skills

Strong and attentive listening skills with the ability to analyze situations and draw appropriate conclusions to understand the needs of both internal and external users

Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities

Excellent organizational skills with the ability to successfully juggle multiple priorities

Bachelor's Degree from four-year college or university

Preferred Qualifications

Prior experience in digital project management or CX strongly preferred

Experience in Retail industry (furniture category experience is a nice-to-have)

Experience in mobile and web development is a plus too

#customercare

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.