Customer Experience Manager

Description

We are currently hiring for a Customer Experience Manager to support our client advertising product delivery process. Customer Experience Managers are responsible for developing and implementing customer service strategies. The job duties of a Customer Experience Manager include handling difficult customer service situations, and improving the overall customer experience. They are responsible for ensuring that their company's customers are satisfied with the products or services they receive.

In order to do this, Customer Experience Managers must constantly communicate with customers and employees. They must also keep track of customer feedback and develop strategies to improve the overall customer experience.

Responsibilities

• Drive customer retention, reduce churn, and increase customer satisfaction
• Map the customer journey and identify opportunities to proactively intervene on the client's behalf
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Continually review and improve the collection of process, oversee and organize every interaction between the customer throughout the lifecycle
• Implement and manage online advertising campaigns
• Perform the day-to-day ad scheduling in multiple platforms, including Google Ad Manager, CMS, Waze and Programmatic Ads.

Qualifications

• 1-3 years minimum hands-on experience within implementing advertising campaigns
• Ability to work in a fast paced environment with tight deadlines.
• Experience with Google Ad Manager
• Experience within CRMs - Salesforce, Outreach
• Bachelor's Degree required
• Relevant industry experience working in a B2B advertising setting
• Coachable
• Exceptional communication and problem solving skills
• Solutions oriented
• Positive attitude
• Incredibly organized, detail oriented, and process driven

The Perks:

• Location: Nashville, TN
• Hybrid schedule: Mon/Fri work from home, Tue/Wed/Thu in office
• Base salary $45,000, OTE $70,000-$80,000
• Unlimited PTO plan
• 9 company holidays with a flex holiday
• Healthcare benefits
• 401k
• Learning and career growth opportunities
• Monthly happy hours
• Monthly catered lunch and learns in office
• Smart casual dress code
• Wellness Wednesday
• Pet friendly office
• Free coffee, beer fridge, ping pong table, pop-a-shot

JumpCrew is a customer acquisition platform that integrates sales and digital marketing to help clients grow brand awareness, leads, and revenue. JumpCrew is the perfect place for self-driven, dynamic people who want to learn and help businesses grow. If you take an entrepreneurial approach to problem-solving, work well in a high-growth, fast-paced environment, and are brave enough to not wear a seat belt in a rocket ship so you can lean closer to the stars; then JumpCrew could be the place for you!

The company is headquartered in Nashville, TN. JumpCrew has been recognized as a 2021 & 2022 Winner for Nashville's Best and Brightest Companies to Work For, the #1 best small company to work for in Nashville (2017), one of the best places to work in Nashville (2018 & 2019) according to the Tennessean, and is one of Crunchbase's 50 hot startups. For more information, visit https://jumpcrew.com/. #LI-Hybrid

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.