Customer Experience Manager

📁
Business Analysis/Economics
💼
GEORGIA-PACIFIC
📅
062413 Requisition #
Georgia-Pacific
Who is Georgia-Pacific?Watch to find out!


Georgia-Pacific Packaging & Cellulose (P&C) is looking for a Customer Experience Manager to support our vision of delivering a unified customer experience at each point along the customer journey.  The position will work as part of a team responsible for defining our overall customer experience strategy and direction, shaping customer experience solutions and leading process and change management to engage and inspire the organization in a customer first mindset.  The CXM will be accountable for the design and implementation of a Customer Relationship Management platform that supports and enables the go-to-market approach defined by each P&C business.  The CXM will collaborate extensively with internal teams, customers and third-party providers and should inspire the organization throughout the customer experience journey.

A Day In The Life Typically Includes:


You will work as part of a team responsible for defining P&C’s overall strategy for and implementation of customer experience management and CRM solutions to improve business and sales performance.  Drawing on your experience and the expertise of other internal subject-matter experts, you will identify and leverage common strategies and projects across P&C’s businesses to develop a unified customer experience and maximize synergies. 
 
You will lead the sales and marketing process workstream of the P&C Digital Core ERP implementation project, which will include responsibility for system and process design decisions in the sales and marketing space (including a CRM), implementation planning and support of change management activities.  You will work with and across the individual P&C businesses to articulate and prioritize the business requirements needed to achieve a customer first mindset.  You will also provide strategic guidance and direction to ensure business needs are met and our systems, processes and people will enable the go-to-market strategy of each business.  Throughout, you will lead change management efforts to support business transformation by ensuring the value of customer experience to GP and our customers is realized.   
 
To support your work, you must proactively build strong internal and external relationships and knowledge networks and use them to develop a deep and empathetic understanding of the business challenges our customers face and their experiences with GP.  Superior interpersonal skills will help you effectively collaborate and influence to improve the end-to-end customer journey, address product and service gaps and identify opportunities for account growth.  You will also stay abreast of, evaluate and make recommendations concerning the application of emerging technologies and trends that would allow us to continually improve our results in these areas. 
 
As needed, you will support and provide strategic input into P&C’s data strategy, data management, insight and analytics, systems of engagement, and content teams to ensure delivery of a unified customer experience. 
 
Other responsibilities may include:
 
  • Participating in cross-functional project teams, ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by projects are aligned to the key drivers of the customer experience
  • Planning and preparing for changes that impact the customer
  • Contributing to the development of P&C’s customer experience capability by learning and teaching others
  • Developing measures that drive profitable action
     
Sound interesting?  You might be a great fit if some of the following describe you:
 
  • Able to thrive in a fast-paced environment
  • Excited to build and share things
  • Creative and adaptive; constantly looking for ways to improve things
  • Curious to learn more about evolving technologies
  • Empathetic
  • Able to resolve conflict quickly and efficiently
  • Resourceful, with the ability to solve problems individually and with others
  • A cultivator of strong relationships
  • Comfortable with abstract concepts
  • Able to present and sell ideas
  • Good project management skills

What You Will Need:


Basic Qualifications:
  • Bachelor’s degree
  • 2+ years in a customer- facing role

What Will Put You Ahead?


Preferred Qualifications:
  • Experience in process design/management including proven success in process design, optimization, analysis and documentation
  • Industry experience with customer satisfaction drivers; strong understanding of policy/process impact to front-line employees and customer satisfaction
  • Analytics experience
  • Project management experience
  • Experience managing a team or in a similar cross-functional program leadership role

Want to learn more about Georgia-Pacific?



Salary and benefits commensurate with experience.
We are an equal opportunity employer. Minority/Female/Disabled/Veteran
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

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