SCI Shared Resources LLC Corporate - Customer Engagement Manager in Houston, Texas
Overview & Responsibilities
MANAGER, CUSTOMER ENGAGEMENT
Manage all Customer Engagement Programs for the company, including our customer satisfaction program with JD Power, online reputation, and our online floral program; playsa vital role in the design, development and execution of the customer engagement strategy, with primary goals of fostering an outstanding customer experience and driving incremental revenue through positive word-of-mouth. Provides guidance to location management and staff to improve customer engagement, helping them understand key trends and opportunities, while improving service excellence to customers.
40% Project Management
- Project Manages customer engagement marketing programs and activities, which includes determining and deploying resources, preparing cost-benefit analyses and identifying potential impacts on process changes and how those changes will affect the organization and customer.
40% Field Operations and Market Support
Provides guidance for customer satisfaction programs, service excellence efforts, and incentive programs to ensure high performance standards.
Performs analysis of market data, coupled with feedback from market leadership to determine market needs regarding customer experience.
Works with market leadership and location staff to understand their areas for improvement and provide solutions to assist them in customer service improvement, operational efficiency and service excellence.
Articulates company needs to vendor partners and guides them in the program development and evolution to help achieve team and company objectives.
Provides consultative services to field management on Customer Engagement programs and initiatives to help each market achieve and, their goals.
Presents program details at field meetings and trains for customer service improvement.
Provides oversight, guidance and mentoring for junior team members.
Manages internal resources and external consultants to complete departmental goals and projects.
Oversees adherence to program budget and resources for project completion in an accurate and timely manner.
Manages relationship with third-party vendors and consultant partners.
Provides regular formal and informal feedback to ensure performance appraisals and the identification of developmental needs are fair, accurate and effectively communicated.
Requirements & Qualifications
- Bachelor’s degree in Marketing, Business, or a related discipline
At least five (5) years of experience in in a related discipline
At least two (2) years direct supervision expereince
Knowledge, Skills & Abilities:
Highly proficient in Excel
Familiar with basic statistics and statistical models (SPSS software knowledge encouraged)
Proficient in Word
Excellent communication and presentation skills
Ability to manage multiple projects
Able to effectively give a presentation in front of a small to medium group using Microsoft PowerPoint
Core / Critical Competencies
Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity
Shows consistency among principles, values, ethical standards and personal behavior
Is trusted by subordinates and peers to keep one’s word and follow through on commitments
Encourages and generates new ways to look at processes and problems
Identifies cost savings and revenue opportunities
Generates and champions new ideas and initiatives
Balances time, resources and quality requirements to achieve business goals
Sets high standards of performance for self and others
Drives the achievement of agreed-upon results
Actively supports change initiatives
Coaches staff to adapt to multiple demands, shifting priorities, and rapid change
Conveys information clearly and concisely in written and spoken communication
Listens effectively and provides frequent feedback
Creates environment in which team members share information openly and honestly
Makes effective and motivating presentations
Collaborate with Others
Utilizes optimal level of collaboration with team members to achieve business goals
Shares credit with others for their contributions
Celebrates team successes
Build Productive Relationships (Internal / External)
Relates well to people with diverse backgrounds and perspectives
Maintains composure and constructive relationships even under difficult circumstances
Work indoors during all seasons and weather conditions
Limited amount of local and/or multiple location traveling required
Standard business dress is required.
- Sitting continuously for many hours per day, up to 6 hours per day
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
- Occasionally working beyond “standard” hours as the need arises
Who we are. What we do.
We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.
We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.
Health benefits (medical, dental, vision, life)
401K Retirement Savings Plan with company match
Vacation and sick time
Funeral discounts, and more
SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at www.sci-corp.com .
As used herein, “SCI” refers to Service Corporation International and its affiliated companies.
Equal Opportunity Employer, M/F/D/V
Service Corporation International is an equal opportunity employer and is committed to providing employment accommodation in accordance with the relevant legislation. If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.
Service Corporation International est un employeur équitable, et s’engage à offrir des mesures d’accommodation en respect à la législation pertinente. Si vous nécessitez un mesure d’accommodation pour appliquer, ou pour participer au processus de sélection, veuillez aviser le département des Ressources Humaines.
Associate Requisition ID Req.64813
# of Openings 1
Category (Portal Searching) Marketing and Advertising