Senior Manager - Client Experience
HITT Contracting Inc.

Job Info

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Job Description

Senior Manager - Client Experience

JOB DESCRIPTION

You are passionate about creating incredible experiences, leveraging data and strategic insights to help elevate a brand. The Senior Manager, Client Experience manages the daily execution and continued development & improvement of client experience efforts across the enterprise. They act as a visionary for continuously improving the experience of clients, partners, and subcontractors and developing processes and unique ways to enhance daily interactions. The ideal candidate is experienced in crafting and implementing an experience led organization and must be detail-oriented, organized, and possess strong leadership skills. The position requires excellent communication skills, project management skills, and the ability to resolve complex issues in creative and effective ways. Must also be comfortable interfacing with executives.

QUALIFICATIONS

• Bachelor's degree in Business, Hospitality, Marketing, Communications, Construction Management or equivalent work experience.
• 5-10 years of leading client experience efforts in a fast-paced corporate environment; experience in professional services and architecture / engineering / construction (AEC) field is desired.
• Experience in Fortune 500 or business with revenue $1B+
• Experience with surveys and customer satisfaction programs
• Excellent communication, particularly written, is required
• Strong working knowledge of Microsoft Office and XM software; Qualtrics and Adobe Creative Cloud is a plus
• Experience with customer relationship management systems is required; Dynamics 365 is a plus
• Demonstrated strengths in client services, hospitality, teamwork, organization, multi-tasking, and project management are required.
• Ability to prioritize while working in a fast-paced environment with multiple hard deadlines and long-term projects is required.
• Experience directing work is required; experience in managing others is a plus.
• Experience interfacing with clients in a professional services setting is highly desirable
• Comfortable with data and analytics
• Knowledge of A/E/C (especially construction) is highly desirable but not required

REPORTING STRUCTURE

• The position reports to the Marketing Director and works with minimal supervision.

JOB FUNCTIONS AND RESPONSIBILITIES

• Lead the strategy, coordination, and execution of client experience efforts alongside senior leadership
• Continually evaluate business processes to improve overall client interactions across the enterprise
• Oversee formal client and partner feedback program using XM software
• Support project teams to conceptualize and execute memorable moments and milestones for clients and partners
• Design, track, and produce regular reporting to leadership on experience related KPIs
• Collaborate with corporate resources leaders and peers to develop unique and personalized marketing campaigns/events to elevate the brand
• Lead the development of resources including presentations, case studies, and handouts for all Learning and Development efforts related to client experience
• Act as point-of-contact for business unit leaders when evaluating experience related KPIs; guide teams as needed to support positive experiences of clients on a project basis
• Update and maintain client experience internal Sharepoint site and all related materials
• Produce internal/external content to promote the importance of client experience for our clients, partners, and team members
• Carry out and contribute to department goals

HITT Contracting, Inc. is committed to creating a diverse and inclusive environment. We are proud to be an Equal Opportunity and Affirmative Action Employer providing opportunities to all employees and applicants without regard to race, sex, national origin, religion, age, disability, veteran status, genetic information, sexual orientation, gender identity and any other protected status in accordance with applicable law.

Women, minorities, individuals with disabilities, veterans, and LGBTQ+ individuals are encouraged to apply.

HITT Contracting, Inc. promotes a drug-free workplace.

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