11 days old

Director, Client Experience Ecommerce

Inmar
Winston-Salem, NC 27101
  • Job Code
    JY2114938
Under minimal supervision, the Director, Client Experience Ecommerce will lead the overall strategy, development, and execution of Inmars customer experience management design. Focusing on ecommerce initially, this individual will be responsible for mapping the interactions and interlocks between the customer and organization in order to create the optimal service design. He or she will develop and maintain a deep understanding of our clients procedures, processes and touchpoints to correlate them to Inmars capabilities with the objective of ensuring a mutually beneficial relationship.

Major Responsibilities:

  • Design, execute and sustain a strategic customer journey for each product and service offering in Supply Chain with a concentration on our E-com business. This involves creating the roadmap, including the team, process, and infrastructure to improve the customer experience to help drive future expansion and sales opportunities.

  • Shape the experience through interaction with the customer that focuses on their needs, wants and vision of a positive customer experience to grow our customer capital.

  • Document and create a set of best practices aimed at how we engage with customers and build processes to enhance the overall client experience.

  • Track touchpoints and develop key metrics to gauge performance. Engage with our customers and record the critical interactions throughout the customer lifecycle.

  • Identify and bridge gaps between departments to create a seamless experience across all touchpoints. Review current interlocks and establish SOPs around project handoffs.

  • Set service design and delivery. Maintain a balance between company policy and client benefit in decision making. Requires an understanding of Inmar capabilities in order to set customer expectations.

  • Own the customer experience journey and represent the voice of the customer to create a cohesive and positive customer experience.

  • Collaborate with interlock team members to develop, implement, and maintain a set of practices aimed at improving the client experience.

  • Continuously evaluate and identify opportunities to drive process improvements that positively impact our clients and their customers.

  • Identify trends in client data to identify revenue opportunities while providing insights and recommendations to internal and external stakeholders.

  • Interface with other Inmar departments to identify and troubleshoot Client problems.

  • Coordinate with the Client Account Manager to ensure client satisfaction.

  • Contribute to Inmars reputation as industry experts and appropriately represent Inmar in the omni-channel market.

  • Work collaboratively with product development, sales and leadership to effectively set and achieve sales quotas.

  • Develop and maintain expertise on industry trends, technology, best practices, and regulations of relevance to the omni-channel market.

Required Qualification:

  • Bachelors degree from a four-year college or university in business or a related field with 5+ years of experience in business analysis or an equivalent combination of training and experience necessary to complete the responsibilities of the position.

  • Travel time: 25-35%

  • Analytical experience, data mining, and/or issue resolution experience

  • Intermediate skills in MS Office Suite to include: Word, Excel and PowerPoint.

Safety:

  • Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

  • Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

  • Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

  • Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.

  • Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

  • Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.







Posted: 2021-01-05 Expires: 2021-02-03
Sponsored by:
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Sponsored by:
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Director, Client Experience Ecommerce

Inmar
Winston-Salem, NC 27101

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