Customer Experience Specialist - Hybrid

Company: Batteries Plus Bulbs
Location: Hartland
Posted on: January 27, 2023

Job Description:

Customer Experience Specialist - Hybrid

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+ Marketing

+ Hartland, WI, USA

+ Salary

+ Full Time

Full-benefits package including medical/dental insurance options, PTO, 401(K), pet insurance, tuition reimbursement program, employee discounts, and more

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TheCustomer Experience Specialistwill ensure the company's omni-channel experiences use innovative techniques and creativity to effectively solve problems, disrupt category norms and deliver high-quality business results. Uniquely positioned at the intersection of category, marketing, merchandising, and the internal creative team to commercialize innovative ideas to the market that address unmet consumer needs acrossBatteries Plus. TheCustomer Experience Specialistwill work cross-functionally throughout the organization to use innovation and business acumen to drive opportunities from the visionary stage to production.

TheCustomer Experience Specialistrole is a hybrid position, with their home base being theBatteries Plusheadquarters in Hartland, WI. Does this sound like your next exciting opportunity? Apply now!

Responsibilities:

Innovation

+ Cultivate an environment for digital-first thinking and initiate change to enhance the customer experience and increase the company's competitive advantage across all channels

+ Identify opportunities through understanding company strategy, consumer mind states, category need states, insected with industry and digital trends

+ Identify the technology change that needs to make the innovation or service possible, connecting the online/digital world to the offline/retail physical space

+ Lead the success definition and risk management process of customer experience projects

+ Champion mind state, consumer- centric style problem solving thinking within the organization

Collaboration with Partners - Internal & External

+ Work with cross-functional partners in category, marketing, retail ops to brainstorm and workshop creative solutions to reshape, evolve product and service categories and internal online & offline capabilities to gain competitive advantages

+ Bring ideas and concepts through feasibility screens to prioritize and assess impact on business, economics and operations

+ Present ideas and lead discussions on product category deep dives, CX projects, andrecommendations for Batteriesplus.com and stores to company leaders and partner stakeholders

+ Engage external partners to aid in the gathering of enhanced technology, product content, pricing, and capabilities for considered implementation

+ Lead the process management for the Omni Customer Experience Team, communicating effectively and gaining partner buy-in/compliance

+ Build effective relationships with category, product, data, marketing, and strategy teams to ensure the timely and accurate completion of projects

Project Management

+ Lead project development by setting deadlines, providing a framework, and creating meetings to ensure proper stakeholder involvement and project movement

+ Help improve processes and enforce best practices for end-to-end customer experience projects

+ Aid in the setting of timelines and expectations for task completion and performance standards

+ Assist in the division of workload and tasks among team members

Qualifications:

+ BS/BA with an emphasis in Marketing, Business Administration or related field

+ 4 - 6 years of strategy, market, and/or category management experience

+ Ability to travel up to 20% via airplane and vehicle with overnight stays

Preferred Qualifications:

+ A deep understanding of and curiosity for the target consumer and desired consumer experience

+ Strong presentation and customer service focus. Ability to communicate concrete and abstract ideas effectively using both oral and written means. Proven ability to make presentations to senior management, groups of employees, or customers that may involve persuasion and obtaining approvals

+ Excellent problem-solving skills

A Bit About Us:

Batteries Plus is the nation's largest and fastest-growing battery, light bulb, phone repair and key fob replacement franchise with a nationwide network of over 720 stores. We work hard here at Batteries Plus, and we have a lot of fun while we do it. Whether you work in our warehouse, one of our stores or at our corporate headquarters, our goal remains the same: to satisfy our customers, build trust and drive business, while nurturing our team and working to be experts in our fields. That's life at Batteries Plus.

It is the policy of Batteries Plus to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Keywords: Batteries Plus Bulbs, Milwaukee , Customer Experience Specialist - Hybrid, Other , Hartland, Wisconsin