Manager, Customer Experience at Carlisle Construction Materials in Phoenixville, Pennsylvania

Job Description:

Carlisle Weatherproofing Technologies (CWT) is a leading supplier of building envelope solutions that effectively drive energy efficiency and sustainability in commercial and residential applications. We are looking for a Manager, Customer Experience to fill this position located remotely within the US.


Job Summary


This position will lead the divisions Customer Experience (CX) strategy, analytics, and improvement initiatives. The CX Manager will assume responsibility for a multiyear CX project, beginning with the first phase: customer self-service tools related to order fulfillment information. The CX Manager will lead this project, including executing voice of the customer and validation to ensure future phases align with strategy and customer needs before launching those phases. A CX Steering Committee already in place will continue to advise and support.


The CX Manager will lead others in CX efforts, including exercising indirect authority with project teams and partners across the organization, leveraging consultants as needed, and direct supervision of any future CX team members. As business needs dictate, the CX Manager will be responsible for providing justification for personnel additions and/or consultant investments required for strategic success, including making a case for the return on investment, creating job descriptions and performance measures, and planning timelines.


Flexibility to travel is required for this position. This will be largely self-directed and is estimated at 25% or less. The role may require attendance at customer events, opportunities for VOC and customer visits, etc. The company has multiple locations across the US as well as some global operations.


Duties and Responsibilities:


* Maintains a prioritized pipeline of improvement initiatives across the organization and ensures execution of projects by the CX team and other business leaders which deliver a superior customer experience and outstanding business results.
* Leads practitioners in developing a framework for consistent application across the organization to discover, define, and deliver The Carlisle Experience.
* Supports the organization by delivering education and training that enables success across all business units and functions.
* Ensures VOC feedback is available throughout the organization. Provides customer sentiment metrics and other tiered/segmented customer experience metrics to the organization and ties them to business results.
* Aligns with the Carlisle Operating System (COS), the company's Lean continuous improvement framework, to leverage COS for continuous improvement, collaborative problem-solving, and innovation of products and services.
* Designs and executes a CX strategy that is aligned with corporate strategy and goals.
* Conducts organizational assessment and builds stakeholder engagement.
* Leads CX transformation plans including pilots, education, communication, training, engagement, approach on ways of working, metrics, and reviews/readouts.
* Provides regular, periodic Customer Experience progress reports through customer experience reviews and readouts (e.g. provides executive leadership with recurring VOC feedback and trends.)
* Ongoing coaching across the organization - playing the catalyst role.
* Other duties as assigned


Required Knowledge/Skills/Abilities:


* Experience leading a team. Superior interpersonal skills and emotional intelligence.
* Outstanding verbal and written communication.
* Project management skills and experience.
* Basic knowledge of customer experience operations in a manufacturing company.
* Group facilitation.
* Gather and interpret CX data. Specific experience with CX metrics such as NPS, CES, etc. and CX skills such as customer journey mapping.
* Able to negotiate well for mutually beneficial outcomes.


Working Conditions:


* Office Environment.
* Occasional exposure to manufacturing areas.
* Individual business hours may vary at times from our standard Monday through Friday, 8am-5pm business hours. This will be largely self-directed. The company operates in several time zones.


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Education and Experience:


* Required:


* Bachelor's degree in a field applicable to leadership, operational excellence, logistics, analytics, and/or customer experience.
* CCXP certification; If not in place already, the CX Manager will be expected to attain certification within one year.
* Five plus years' experience in both direct and indirect
* Preferred:


* Experience with Qualtrics


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled