Experienced Customer Experience Manager – Connected Services and Digital Product Development

Introduction to arenaflex arenaflex is a renowned global leader in the commercial vehicle, financial, and customer service sectors, with a rich history dating back to 1905. As a Fortune 500 company, arenaflex has established itself as a pioneer in the design, manufacture, and customer support of high-quality light-, medium-, and heavy-duty trucks. With a strong commitment to innovation and customer satisfaction, arenaflex is dedicated to providing exceptional products and services that meet the evolving needs of its customers. Our company's success is built on a foundation of cutting-edge technology, advanced diesel engines, and customized financial services, making us an attractive destination for talented professionals seeking a challenging and rewarding career. About the Division arenaflex's Information Technology Division (ITD) is a hub of innovation, utilizing the latest technology to provide systems development, consulting, voice and data communications services to the entire corporation. With a strong presence in the technology sector, our ITD team is responsible for driving business growth and improvement through the effective use of technology. The Global Connected Services team, in particular, is focused on revolutionizing the vehicle ownership experience through the development of innovative services delivered to connected-enabled vehicles. The Role We are seeking an experienced Customer Experience Manager to join our Global Connected Services team in Lewisville, TX. As a key member of our team, you will be responsible for overseeing and improving all aspects of the customer's digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle. This is an individual contributor position that requires a deep understanding of customer experience management, as well as the ability to work closely with customers, dealers, and other arenaflex divisions to collect data and insights that inform our service development and improvement efforts. Key Responsibilities Develop and implement strategies to improve customer interactions across multiple touchpoints and channels, ensuring a seamless and exceptional customer experience. Act as the steward of the Global Connected customer experience, championing customer-centric approaches and best practices throughout the organization. Create comprehensive customer journey maps to identify areas for improvement and optimize the customer experience. Analyze customer feedback, surveys, and data to identify customer pain points and opportunities for growth, using this information to inform service development and improvement efforts. Collaborate with cross-functional teams, including marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives. Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery, fostering strong customer relationships and loyalty. Train and educate internal stakeholders on customer-centric approaches and best practices, promoting a customer-focused culture throughout the organization. Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders. Qualifications To be successful in this role, you will need: 5+ years of experience in customer service, customer experience management, or a related field, with a proven track record of delivering exceptional customer experiences. Proficiency in using customer experience tools and software, such as customer feedback management systems, CRM platforms, and data analytics software. Familiarity with project management principles and practices, with the ability to manage multiple projects and priorities in a fast-paced environment. Results-oriented with excellent customer service skills, a strong attention to detail, and excellent interpersonal, communication, and presentation skills. Ability to work a flexible schedule as business needs dictate, with occasional travel (approximately 30%) required. Education and Training A Bachelor's degree in Business Administration, Marketing, Business Management, or Communications is required, with certifications in customer experience management (such as Certified Customer Experience Professional (CCXP)) considered a plus. Career Growth and Development At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Experience Manager, you will have access to a range of training and development programs, including mentorship, coaching, and education assistance. Our company culture values innovation, creativity, and collaboration, providing a dynamic and supportive work environment that fosters growth and success. Work Environment and Company Culture arenaflex is dedicated to creating a diverse and inclusive work environment that values different backgrounds, skills, and viewpoints. Our IT Division promotes diversity and inclusion through mentorship, events, celebrations, and affinity groups, with a strong commitment to educational awareness programs and training initiatives. As an Equal Opportunity Employer/Protected Veteran/Disability corporation, we are proud to support a range of diversity and inclusion initiatives, including the arenaflex Women's Association, Women in Trucking, and Women in Technology International (WITI). Compensation and Benefits As a U.S. arenaflex employee, you will have access to a comprehensive range of benefits, including: 401k with up to a 5% company match Fully funded pension plan that provides monthly benefits after retirement Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time Tuition reimbursement for continued education Medical, dental, and vision plans for you and your family Flexible spending accounts (FSA) and health savings account (HSA) Paid short-and long-term disability programs Life and accidental death and dismemberment insurance EAP services including wellness plans, estate planning, financial counseling, and more Conclusion If you are a motivated and experienced customer experience professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join the arenaflex team. As a Customer Experience Manager, you will play a critical role in shaping the future of our customer experience, working closely with our Global Connected Services team to deliver innovative services and exceptional customer experiences. With a strong commitment to diversity, inclusion, and employee development, arenaflex offers a dynamic and supportive work environment that fosters growth, innovation, and success. Apply today to take the next step in your career and join our team of talented professionals at arenaflex! Apply for this job