Customer Experience Manager

Mspark, a B2C marketing services company, specializes in driving Rural Market brand growth and customer engagement strategies for national and local advertisers. By combining consumer and marketplace data, we craft coordinated campaigns using a seamless mix of shared mail, direct mail, trigger-based marketing, and digital advertising solutions such as display, retargeting, and Mobile ID tracking that drive the right audience behavior to achieve your marketing goals.

As the Customer Experience Manager (CXM), you will ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful CXM will increase customer satisfaction rates, build customer loyalty, and help Mspark gain and retain revenue.

This is an individual contributor position managing a portfolio of customer accounts and project coordination and does not involve the direct management of other employees.

The CXM will partner with the Sales Account Executives to manage client relationships, while seeking to provide exceptional client support. Additionally, a successful CXM will manage the execution of a client's advertising program, serving as a liaison with all internal Mspark departments including the sales organization.

A CXM develops and implements strategies useful in improving customer relationship, dedication, and satisfaction. In performing their duties, CXMs establish communication channels and mediums through which clients communicate with Mspark.

To be successful, you will need to:

• Educate partners on complex processes.
• Work collaboratively/cross-departmentally and with external vendors on the execution of ad campaigns.
• Possess STRONG project management/coordination skills.
• Capable of designing processes/system changes for new product launches.
• Work well in a fast-paced environment.
• Be extremely detail oriented.
• Have the ability to maintain effective communication.
• Have excellent time management skills.
• Demonstrate the ability to build upon training exercise resourcefulness.
• Serve as single point of contact and liaison for marketing and sales support activities as related to the strategy of assigned accounts.
• Manage and drive the internal execution of client advertising programs, including but not limited to collection of information, setting and managing deadlines, communication of changes and retention of clients.
• Manage and improve relationships both internally and externally with clients and partners.
• Coordinate collection of information needed to create a clients advertising program.
• Communicate effectively with all partners, updating them regularly to guarantee all objectives are met for a clients advertising program.
• Exhibit the ability to make good decisions using analysis, customer needs, company intelligence, experience, and judgement under tight deadlines, while keeping company objectives in mind.
• Appreciate and support those you work with. Work well and effectively with all accountability partners; be responsive; show a positive attitude towards work; demonstrate ability and willingness to work with others towards a common goal.
• Some CXMs will serve as a subject matter expert for certain specialty products and/or processes and may require the following:
• Serve as the main internal point of contact for the product/process.
• Develop processes and procedures to support the product.
• Lead projects.
• Collaborate with internal partners and outside vendors for product/process execution.
• Develop and deliver Internal product/process training.
• Other duties as assigned.
• Operations team as needed.

Required Experience

• A successful candidate will possess any combination of training and experience up to and including a bachelors degree.
• Strong Excel skills required for transforming raw data into pivot tables, V-lookups and information for presentations.
• Strong analytical/logical skills required
• 2 or more years previous experience providing exceptional customer and sales support management.
• Excellent verbal and written communication skills.
• Attention to detail and excellent organizational and time management skills.
• Self-motivated, positive attitude with strong executional capabilities.