Job Title: Customer Experience Expert

Location: Westfield, IN

Company Overview: The Luxury Pergola is a dynamic and innovative Outdoor Living Manufacturing company dedicated to delivering exceptional customer experiences. Our mission is to exceed customer expectations at every touchpoint and drive customer satisfaction to new heights. We are seeking a passionate and talented individual to join our team as a Customer Experience Expert.

Position Overview: As a Customer Experience Expert at The Luxury Pergola, you will play a pivotal role in shaping and enhancing the overall customer journey. You will be responsible for analyzing customer interactions, identifying pain points, and implementing strategies to improve customer satisfaction and loyalty. This role requires a blend of analytical skills, strategic thinking, and a deep understanding of customer needs and preferences.

Key Responsibilities:

• Conduct comprehensive analysis of customer feedback, surveys, and interaction data to identify trends, patterns, and areas for improvement.
• Collaborate with cross-functional teams including marketing, sales, product development, and operations to implement customer-centric strategies and initiatives.
• Design and implement customer experience improvement programs, including but not limited to process optimization, product enhancements, and service delivery improvements.
• Develop and maintain customer personas, journey maps, and segmentation strategies to better understand and anticipate customer needs.
• Act as a champion for the customer within the organization, advocating for their needs and preferences in all decision-making processes.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, and develop action plans to address any areas of concern.
• Stay abreast of industry trends, best practices, and emerging technologies in customer experience management, and make recommendations for continuous improvement.
• Lead training sessions and workshops for employees to instill a customer-centric mindset and enhance their ability to deliver exceptional customer experiences.
• Foster a culture of customer obsession and continuous improvement within the organization, inspiring colleagues to prioritize the customer in everything they do.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in a customer experience or customer success role, preferably in a fast-paced and dynamic environment.
• Strong analytical skills with the ability to interpret data and extract actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Strategic thinker with a customer-centric mindset and a passion for delivering exceptional customer experiences.
• Familiarity with customer experience management tools and technologies (e.g., CRM systems, survey platforms, analytics tools).
• Demonstrated ability to lead and influence others, driving change and innovation to improve the customer experience.
• Certification in customer experience management or related field (e.g., CCXP) is a plus.

Benefits:

• Competitive salary
• Comprehensive health and wellness benefits
• Retirement savings plan
• Flexible work arrangements
• Professional development opportunities
• Dynamic and inclusive company culture

Join The Luxury Pergola and be part of a team that is dedicated to revolutionizing the way we engage with our customers. If you are passionate about customer experience and are driven to make a meaningful impact, we want to hear from you! Apply today by submitting your resume and cover letter.

Job Type: Full-time

Salary: $25.00 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• 8:30am-5:00pm

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• Bachelor's (Required)

Ability to Relocate:

• Westfield, IN 46074: Relocate before starting work (Required)

Work Location: In person