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
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 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.

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