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Voice of Customer Manager - Remote | SCI Jobs

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SCI Shared Resources, LLC Voice of Customer Manager - Remote in Houston, Texas

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

The Voice of Customer Manager will support the transformation of how we serve Baby Boomers across North America for end-of-life services. As a customer-centric, strategic leader, the manager will be the voice of our customers, bringing forward insights on not only their satisfaction with the service they received, but also advocating for their future needs and desires.

This role will make a lasting impact on people during a time of need and help transform our customer’s experiences, leading to increased satisfaction and positive word-of-mouth. Advocating for the Voice of Customer program to be used as a foundation for setting and executing strategies across the organization, this position will drive change throughout our organization and industry.

JOB RESPONSIBILITIES

Manage the Voice of the Customer Program

  • Responsible for the Voice of the Customer program, measuring satisfaction, and activating key insights. Be the number one advocate for our customers by owning our feedback loop and partnering with key stakeholders across the organization to bring forward insights and opportunities on how to serve our customers better.

  • Help to formulate today’s vision of transforming the way we serve our customers; identify consumer trends and behavior changes as well as internal opportunities to better meet customer desires

  • Work across various business functions within the organization (Marketing, Operations, Financial Analysis, Pricing and Revenue Management, etc.) to surface customer insights which are impactful to growth strategies

  • Partner with third-party vendors, Medallia and J.D. Power, to build off of a solid foundational feedback loop and drive value for the program

  • Manage and execute a long-term growth roadmap for the Voice of Customer program

  • Partner with Field Operations to ensure insights are provided in an easy to find and understandable format, serve up actionable insights

  • Own the product enhancement backlog with a goal of continuous optimizations

  • Maintain an understanding of Company performance, business goals, challenges, and today’s realities in order to make recommendations for growth based on customer data

  • Prioritize projects based on business return, understanding Corporate and Field priorities and unique business challenges

  • Review day-to-day processes, calling out inefficiencies and putting automation improvements into place

Leadership

  • Work with Company leaders to identify business objectives; develop and present solutions to effectively and efficiently meet stated objectives

  • Collaborate with the other members of the marketing team to continually execute the best overall strategies to meet the organization’s growth objectives

  • Fit into a department and organization with multiple teams, sometimes with overlapping responsibilities, with a strong desire to work collaboratively to leverage each other’s strengths

  • Manage and develop team members to the best of their abilities

  • Identify the structure needed to support the vision for Voice of Customer; recruit for open positions

Analytics

  • Articulate the goal for a variety of reports and reporting tools, partner with vendors, marketing analytics and others to create meaningful and useful reporting

  • Provide input to and manage the ongoing cadence of reporting and analysis of customer data

MINIMUM Requirements

Education

  • Bachelor degree in business, statistics, marketing or a related field

  • MBA a plus

Experience

  • A minimum of 6-years of experience in a customer-focused role, managing voice of customer, customer engagement or customer loyalty or research programs

  • A minimum of 3 of those years in a leadership role

Knowledge, Skills and Abilities

  • Customer-centric thinking,

  • Innovative with a clear demonstration of using customer data to add value to an organization.

  • Able to partner with key leadership both in Corporate and the Field Operations to see this vision come to life.

  • Strong financial and business acumen, including very strong analytical ability

  • Familiar with basic statistics and statistical models (SPSS software knowledge encouraged)

  • An exceptional attitude and flexibility

  • Ability to manage project plans and meet deadlines without question

  • Very strong communication and collaboration skills

  • Creative thinker and problem solver

  • Focused on customer-centric thinking

  • Strong human resources management skills

  • Excellent presentation skills

  • Strong negotiation/influential abilities

  • Advanced Excel skills in vlookups, index, pivot tables and graphs

Work CONDITIONS

Work Environment

  • Work indoors during all seasons and weather conditions

  • Amount of local and/or multiple location traveling required will depend on home base of selected individual. Approximately 20% travel.

  • Standard business dress is required. Comply with corporate dress code policy.

Work Postures

  • Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

  • Working a number of evenings every month

Postal Code: 77019

Category (Portal Searching): Marketing and Advertising

Job Location: US-TX - Houston