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Client Experience Manager

Cox Automotive, Oakbrook Terrace, IL 60181

Work at Cox Automotive

Duration: Full-Time


Primary Location: 1901 S Meyers Rd, Oakbrook Terrace, IL, USA

Division: Cox Automotive

Job Level: Manager/Senior Manager

Travel: No

Schedule: Full-time

Shift: Day Job

Requisition Number: 224828

At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

**This position is remote/work from home. You need to reside within the Central, Eastern of Pacific Time Zones.

The Customer Experience Manager will deliver key insights related to the clients experience with product and services across the Inventory Management Software solution group of Cox Automotive.

Develop a complete view of the client via journey mappings and aggregation of key data points across all points and interactions including client feedback and performance measures such as time, effort and quality. Collaborate with stakeholders in Marketing, Sales and Implementation to identify variable scenarios and client personas that may influence or be otherwise relevant to the analysis. Identify opportunities for improvement based on evaluation of completed representations of client events, and advocate for the improvement effort through proper channels.

This role will work directly with the Director to achieve a robust Customer Lifecycle Management framework in support of leadership decisions, strategic planning, and process improvement initiatives.

Demonstrates the ability to relate business KPIs including NPS, CIS, and CES in isolation and more broadly across applicable client segments. Focus efforts on the areas that will most greatly impact the organizations pursuit of strategic and operational objectives.

  • Promote the engagement of Business Analysts to develop propensity models including churn, likelihood to purchase, customer lifetime value, and engagement.
  • Work with the Reporting team to present useful and actionable insights to key leaders in a format the enables desired business outcomes.
  • Facilitate, develop, and provide the insights that motivate and inspire the organization to partner, develop, and deliver innovative and impactful engagement, enrichment and retention strategies.
  • Execute plan to develop and deliver holistic lifecycle programs that will focus on relevant value proposition and offers that retain business customers.
  • Assist cross functional teams to identify customer specific solutions to not only retain existing customers, but to achieve richness of supplemental engagements.

Qualifications:

  • Bachelors degree and 5 years experience measuring the client experience in a B2B environment OR an equivalent combination of education and work- related experience.

Preferred Qualifications:

  • 3 years demonstrated experience facilitating journey and/or process mapping exercises in a matrixed environment
  • Ability to scrutinize processes for time, quality, and effort
  • Working knowledge of data analytics in the context of the client experience
  • Excellent verbal, written and presentation communication skills at all levels in the organization including Senior Executive Management.
  • Advanced skills in Microsoft Office Products (i.e., PowerPoint, Word, Excel, Access etc.)
  • Working knowledge of Visio or another process-mapping tool strongly preferred
  • Ability to wear multiple hats with a "roll-up-your-sleeves" mentality

Core Competencies That Are a Focus for This Position:

  • Focus on Customers
  • Drive Results
  • Relationship Building
  • Develop Self and/or Others
  • Champion Change
  • Value Others

#RemoteJob


Who We Are

About Cox Automotive

Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

About Cox Automotive

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling, owning and using cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic and groundbreaking consumer brands like Autotrader ® and Kelley Blue Book®, while others are creating the future of automotive at industry-facing brands like Dealer.com ®, Manheim ®, NextGear Capital ®, vAuto ® and Xtime®.

Cox Automotive is part of Cox Enterprises, a privately-owned, Atlanta-based company with revenues exceeding $20 billion. 

Come join a global, family business that treats team members and clients like they’re just that – family. For more information about Cox Automotive, visit www.coxautoinc.com.

Cox Automotive is an Equal Opportunity Employer.

Vision:

We are software engineers, marketers, sales leaders and trailblazers transforming the way the world buys, sells, owns and uses cars.

Cox Automotive