Associate Director – Customer Experience (CX)- Choosers and Users
The Associate Director for Kimberly Clark Professional (KCP) plays a critical role in the Global Customer Experience team. This person will be responsible for leading a cross-functional team that will design, develop and manage KCP’s Customer Experience for its various customer groups. This person will also develop and manage a global voice of customer program.
The major goal of this role is to foster customer loyalty through high-quality interactions throughout the customer lifecycle with the goal of increasing both customer loyalty and customer satisfaction. This role will drive Customer Experience Management (CEM) by developing a cross-functional Customer Experience team and through collaboration, will document a holistic end-to-end process that the organization will use to track, oversee and optimize all customer interactions.
The Customer Experience Leader is responsible for creating customer knowledge by providing relevant and actionable process, protocol and systems design recommendations that will shape general customer experience and influence the service cycle and the overall customer strategy.
Location: Roswell, Georgia
Scope: Global Business Operating across all Continents for a $3.2B business
Business Type: B2B
Direct Reports: None
Indirect Reports: None
Specific responsibilities includes:
Drive a cross-functional customer experience team that will work together to develop a holistic, end-to-end “value package” for each defined customer group to deliver a seamless customer experience.
Develop a broad and deep understanding of customer behaviors and create a strategic customer touch-point map to take the customer experience to the highest levels.
Responsible for analyzing the trends and actioning the data collected from all voice of customer initiatives. Will utilize insights to drive recommendations for the cross-functional CX team and the organization.
Define survey tools, analyze transactional and customer data, perform cross-tabulations and statistical analysis, provide insights into consumer relationship patterns, and develop hypotheses about trends.
Analyzes, specifies, designs and develops operational processes with regards to customer, quality and continuous improvement activities.
Advises the senior team and other leaders on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategy decision processes and major or critical issues response.
Drive the ongoing development of a customer service culture across the organization, supported by effective process frameworks and responsive customer service systems to embed best practice customer centric behaviors.
Identify opportunities for enhanced service delivery through online, social media, mobile apps and technologies to optimize the customer experience.
Bachelor’s Degree – Discipline open.
7+ years of experience in a B2B environment where multiple channels to market were utilized.
7+ years of combined experience in Marketing, Sales, Customer Experience and IT.
7+ years of program and / or project management experience.
Able to build, motivate, manage, and develop strong teams (both direct and indirect). Demonstrates contagious positive energy to influence, inspire and drive results.
Able to champion ideas and influence and motivate key stakeholders by infecting them with a shared sense of purpose and passion. Strong listener and communicator who is able to connect easily with others.
Strong verbal and written communication skills.
Demonstrated aptitude for technology.
Demonstrated analytic skills.
English language proficiency required.
Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With more than 140 years of history of innovation, we believe in recruiting the best people and empowering them do their best work. If fresh thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark.
Kimberly-Clark is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
K-C requires that an employee have authorization to work in the country in which the role is based. In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization. However, based on immigration requirements, not all roles are suitable for sponsorship.
This position is subject to drug and alcohol testing, including pre-employment testing.
Global VISA and Relocation Specifications:
This role is available for local candidates already authorized to work in the role’s country only. K-C will not provide relocation support for this role.