Experienced Customer Experience Manager - Connected Services at arenaflex
Join the arenaflex Team and Revolutionize the Customer Experience
Are you passionate about delivering exceptional customer experiences and driving business growth? Do you have a strong background in customer service, customer experience management, or a related field? If so, we invite you to apply for the Experienced Customer Experience Manager - Connected Services role at arenaflex. As a key member of our team, you will play a critical role in shaping the customer experience for our connected-enabled vehicles, ensuring satisfaction and loyalty throughout the customer lifecycle.
About arenaflex
arenaflex is a Fortune 500 company established in 1905 and recognized as a global leader in the commercial vehicle, financial, and customer service fields. With a rich history of innovation and a commitment to excellence, arenaflex has become a household name in the industry. Our company is built on a foundation of values that prioritize customer satisfaction, employee growth, and community involvement.
The Role/Team
Our Global Connected Services team is responsible for revolutionizing the arenaflex vehicle ownership experience through the development of innovative services delivered to connected-enabled vehicles. As a Customer Experience Manager, you will work closely with our Kenworth, Peterbilt, PACCAR Parts, and aftersales teams to ensure an exceptional customer experience when working with arenaflex digital products and services. Your primary responsibility will be to oversee and improve all aspects of the customer's digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle.
Job Functions/Responsibilities
As a Customer Experience Manager, you will be responsible for:
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
- Acting as the steward of the Global Connected customer experience
- Creating comprehensive customer journey maps
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Working closely with customers, dealers, sales, and marketing to identify and validate customer value propositions
- Collaborating with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Training and educating internals on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Qualifications
To be successful in this role, you will need:
- 5+ years' experience in customer service, customer experience management, or a related field
- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
- Familiarity with project management principles and practices
- Results-oriented with excellent customer service skills
- Strong attention to detail
- Excellent interpersonal, communication, and presentation skills, with proven ability to influence others
- Ability to work flexible schedule as business needs dictate
- Ability to travel (~30%, as needed)
Education/Training
A Bachelor's degree in Business Administration, Marketing, Business Management, or Communications is required. Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are a plus.
PACCAR Benefits
As a U.S. arenaflex employee, you will have access to a comprehensive range of benefits, including:
- 401k with up to a 5% company match
- Fully funded pension plan that provides monthly benefits after retirement
- Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
- Tuition reimbursement for continued education
- Medical, dental, and vision plans for you and your family
- Flexible spending accounts (FSA) and health savings account (HSA)
- Paid short-and long-term disability programs
- Life and accidental death and dismemberment insurance
- EAP services including wellness plans, estate planning, financial counseling, and more
Diversity & Inclusion
arenaflex is an Equal Opportunity Employer/Protected Veteran/Disability corporation. We believe that a diverse and inclusive work environment is essential for driving innovation, making better decisions, and increasing employee engagement. Our IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. We support women through the PACCAR Women's Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship, and Inclusive Leadership are just a few of many trainings offered.
Additional Job Board Information
arenaflex is an Equal Opportunity Employer/Protected Veteran/Disability. We value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience.
Don't Hesitate, Apply!
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join the arenaflex team in revolutionizing the customer experience! Apply To This Job Apply for this job