Customer Experience Manager

Job Posted: May 9th, 2022 Location: Reserve, Louisiana, USLouisiana Cat is Louisiana’s only authorized Caterpillar dealer and a recognized leader among Caterpillar dealers around the world. We’ve been providing our customers with the highest quality Caterpillar equipment, service and parts since 1933. Louisiana Cat has 23 locations across Louisiana and the Gulf South. We are always searching for high energy, ambitious candidates who are ready to join our team. You can build your future here! We are now accepting resumes for Customer Experience Manager (CX Manager). This position will be located at our Corporate Office in Reserve, LA. The Customer Experience (CX) Manager will collect customer feedback, help operational departments use this information to improve the delivery of exceptional experiences, which differentiate us from our competitors, make customers feel appreciated and secure, and that transactions with the dealership are effortless. The CX Manager collaborates with executive leadership to develop and deliver role based training for all customer-facing employees, fostering consistency to well-defined customer experience standards dealership-wide. Responsibilities: Develop and deliver customized department training, ensuring that all customer-facing employees are equipped to provide seamless, effortless customer interactions Oversee the development of the dealership’s processes for customer service recovery including documenting, escalating, and resolving customer issues and complaints, maximizing efficiency and minimizing gaps Identify opportunities for the dealership to differentiate itself through offerings and services Implement strategies for regaining loyalty and trust of “revenue at risk” customers Contribute to Continuous Improvement Culture throughout the organization Provide Customer Experience Training Manage the CAT Retail Transformation Program Qualifications: Bachelor’s or Master’s degree in Marketing or related business study is required At least 5 years of progressive experience in managing marketing or sales functions and departments with 3 or more years in a marketing leadership position is required Must be able to communicate effectively with customers and co-workers Skills: Ability to relate to all levels of employees and be a team player who motivates and educates other team members Proven skills in written and verb al communications, planning, organizing, leadership, and interpersonal relationship building Solid computer skills including Microsoft Office suite, customer relationship management (CRM) systems, and tools for data analysis, marketing and design Strong data analysis and visualization skills Ability to travel across the territory to visit customers and branches is requires. Some out-of-region travel may be required (up to 25%) Benefits: We are proud to offer our full time employees a benefits package that speaks for itself and sets us apart from our competition Health, Dental, Vision, Life & Disability Insurance Policies Health Savings Account Wellness Programs Corporate Discounts Generous 401K Plan Paid Holidays & Vacation Credit Union Tuition Reimbursement Training & Advancement Opportunities Pre-Employment drug screens & proof of employment eligibility (E-Verify) are required for any position offered. Equal Opportunity Employer M/F/D/V