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Careers at Bob’s Discount Furniture

Customer Experience Manager / CX Manager in Manchester, CT at Bob's Discount Furniture

Date Posted: 4/18/2019

Job Snapshot

Job Description

We’re looking for an experienced digital project manager to join Bob’s new and growing CX team.


The CX Program Manager will build and manage digital innovation projects that improve our customer experience across all touchpoints, including web & stores, delivery, pickup, support, and at-home service. Projects include the expansion of our multi-channel Voice of Customer (VoC) survey program and our Customer Data Platform (CDP).

Responsibilities

  • Act as the project manager on the implementation and operation of CX digital initiatives (keep the trains running on time across internal teams, external consultants and third-party SaaS partners)

  • Partner with Marketing, Customer Care, Delivery, Store Operations, IT, Merchandising, and other teams on execution, deployment and training of CX programs

  • Roll up your sleeves and get stuff done (everyone has a bias for action and wears multiple hats at Bob’s!)

  • Keep a finger on the pulse of emerging technologies and approaches, along with retail category developments, with an eye toward improving our Customer Experience
     

Required Qualifications

  • Minimum of 3 to 5 years’ experience working in marketing/sales, product or project-management related roles

  • Strong ability and passion for working with modern technologies

  • Proven track record in producing strong results in end-to-end execution and rollout

  • Excellent interpersonal, verbal and presentation-writing skills

  • Strong and attentive listening skills with the ability to analyze situations and draw appropriate conclusions to understand the needs of both internal and external users

  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities

  • Excellent organizational skills with the ability to successfully juggle multiple priorities

  • Bachelor's Degree from four-year college or university

Preferred Qualifications

  • Prior experience in digital project management or CX strongly preferred

  • Experience in Retail industry (furniture category experience is a nice-to-have)

  • Experience in mobile and web development is a plus too

#customercare

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.