Customer Experience Manager
QSC, LLC

Job Info

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Overview

At QSC, we think about 'customer experience' as the customer's perception of all their interactions with the company. Our aspiration is to create an exceptional experience that is in line with our company brand promise and that turns people into passionate QSC advocates.

As such, we are currently seeking a customer obsessed Customer Experience (CX) Manager to be at the forefront of the growth of QSC's customer experience efforts. This person will be leading efforts across three primary areas- customer insights, CX project execution, and internal/ external communication and culture building. In addition, they will help with foundational CX initiatives such as customer journey development.

In short, we are looking for someone who can act as a CX 'swiss army knife' to help us create and scale our CX efforts. All of these efforts will be done in a collaborative and cross-functional manner with other company functions to ultimately deliver the very best of QSC to our customers.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem.

By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

Responsibilities

Customer insights- Our CX programs starts with listening to our customers. This role will lead and work with other company employees to gather customer information, anlyze the data, and determine actionable insights. This will include interviews, survey creation, social media listening, curating market reviews, customer round tables, and other efforts.

CX Project execution- After listening to our customers and determining actionable insights, we'll then move to action. This role will work to prioritize potential CX projects and then lead our highest priority efforts in close collaboration with members of other company functions. This will include creating, owning, and executing a CX roadmap.

Internal/ external communications & culture building- Finally, we'll communicate about our CX efforts both internally and externally as we build our CX culture. This role will lead those communication efforts and leverage a broader group of functional 'CX champions' to help with culture building efforts.

Additional CX initiatives- In addition to the three primary core duties, there will be some additional, foundational CX work. This will include developing customer journeys, assisting in the creation of a CX playbook, and other efforts.
Qualifications

Education: Minimum: Undergrad degree

Preferred: Undergrad degree from top tier university with a major in business, economics, or similar

Experience: Minimum: 5-8 years experience in customer facing role/ function (sales, marketing, customer success, etc) and experience leading projects

Preferred: 5+ years of experience in a CX role with experience leading projects

Independence:

There is a high level of independence needed in this job. This role will be working in and leading cross-functional teams and will be presenting and making recommendations to senior leaders. The supervisor will be involved (especially at the beginning), but the vision is for this role to be self-driven and independent.

Knowledge and Skills:High level of proficiency needed with Microsoft excel & powerpoint

Knowledge of and ability to do basic analytics techniques

Ability to lead cross-functional projects

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