Ocusun, LLC, in Novato, CA seeks multiple Customer Experience Manager
Responsibilities: Responsible for understanding and enhancing customers’ needs and preferences. Duties include translating customer feedback into actionable insights, driving improvements, and ensuring customers’ voices are heard and valued; collecting, analyzing, and interpreting customer feedback through surveys, reviews, and other feedback channels to identify trends, pain points, and areas for improvement; developing and executing a comprehensive Voice of Customer (“VoC”) strategy that incorporates customer feedback into product development, marketing, and customer service efforts; utilizing VoC insights to create detailed customer personas, journey maps, and segmentation strategies for more personalized customer interactions; collaborating with product development, optical team, marketing & merchandising team, and customer service teams to ensure that VoC insights are integrated into decision-making processes; implementing feedback loops to ensure that customer concerns and suggestions are addressed promptly and effectively; defining and tracking key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention; communicating VoC insights to the executive team and other relevant stakeholders, advocating for customer-centric strategies; and other duties as assigned. Salary range: $100,000 - $130,000. Employee may be stationed anywhere in the continental U.S. but will report to headquarters in Novato, California.
Education: Master’s degree in Business Analytics, Data Analytics, Marketing, or related field.
Requirements: 1 year of experience in the job offered, or a related business/market analytics positions; 1 year of experience implementing and optimizing VoC tools and technologies to capture and analyze customer feedback; 1 year of experience using Excel or similar for advanced data manipulation and analysis, including the use of formulas, pivot tables, and data modeling; 1 year of experience with Python, Tableau, or similar to conduct thorough market analysis; 1 year of experience with KPI monitoring related to customer satisfaction, loyalty, and retention.
Please mail resumes to Attn: Q. Nguyen, 150 Alameda del Prado, Novato, CA 94949 quoting job #ZN2024XZ.
