Marketing Automation Project Manager - Customer Experience

5 - 7 years experience  •  Insurance

Salary depends on experience
Posted on 08/09/17
San Diego, CA
5 - 7 years experience
Insurance
Salary depends on experience
Posted on 08/09/17

This role is responsible for leading our customer experience automation efforts and assisting in the development and execution of the department strategy, including: overall customer engagement, customer advocacy, companywide visualization and realization of CSAT results, and creation/ownership of listening posts

. This position will leverage and manage sophisticated CRM applications, including, but not limited to Salesforce.com Service Cloud, Communities and Social Studio.

• Scope, develop and implement new technical CSAT automation functionality and capabilities into SFDC: create dashboards, account health scorecards, custom reports, auto assignment of BDU activities, progress management and auto escalation.  Essentially, taking raw CSAT data and turning it into a story that drives specific and measurable action.

• Oversee larger-scale CX automation campaigntechnology development and implementation: Customer Portal and Social Studio

• Utilize multi-channel initiative’s to increase agents & insureds awareness of ICW Groups effort to improve (based upon direct CSAT survey feedback)

• Articulate clear business justification, prioritization, and dependencies around CRM/CX initiatives. Where appropriate define associated investment requirements to support CX strategy across the organization, and ensure link with wider business initiatives.

• Understand industry standards and develop key performance indicators for all CRM initiatives. In collaboration with the Analytics team, develop a single-view of customer analytics framework to better track key KPIs.

Bachelor's degreerequired; SFDC certification desired

5+ years’ experience in CX automation, CRM or similar software powering multi-channel CX  engagement  programs and campaigns.  Proficiency with HTML, JavaScript and SQL.  Experience establishing and maintaining documentation for processes and systems.

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.