Program Manager- Client Experience
1 week ago
Salt Talent Search is looking for a Program Manager fior a 9 months extendable contract role this role will be managing small business owners having a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results.
What Will You Do:
- Manage the process and framework for gathering customer experience inputs and insights for the APAC business.
- Manage Clients and experiences in EMEA region along with APAC
- Deliver strategic recommendations to business and cross-functional teams to enable small business growth across platforms e.g. customer journey mapping, product recommendations
- Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and
- providing clarity to drive alignment
- Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams
- to action.
- Monitor outsourced partners compliance, adherence, and productivity.
- Manage independent auditing programs and workforces.
- Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more
- reliable and sensitive customer feedback signal.
- Develop and assess customer experience through direct contact interactions and trend analysis.
- Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
What Will You Need:
- 5+ years of work experience in consulting, operational strategy or sales coaching
- Experience communicating and presenting insights and recommendations to executive teams
- Experience leading and influencing cross-functional teams and aligning partners to shared goals across EMEA and APAC
- Experience managing internal and external facing projects (sales development/strategy, training, communications marketing, account management)
- Operational and project management experience running strategic projects with cross-functional teams
- Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
- Experience shifting priorities, while maintaining organization and control
- As the person will be dealing with EMEA and APAC, european language like German/French along with English is good to have
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