Customer Experience Manager

Job Details

What you will do

This role leads helps manage the design, implementation, and optimization of the customer experience program in the Sustainable Infrastructure business. The Customer Experience Associate will work to enhance our customer's encounters and journey and develop and implement strategies and goals to improve customer relationship, satisfaction, and loyalty. They ensure that each touchpoint across the customer journey is engaging, efficient, and effective. Main job duties are to administer the customer experience process, support the inside sales team with lead administration and reporting and assist in the marketing strategy for the business.

How you will do it

• Assist in the SI Customer Experience (CX) process with the Customer Experience Team and CX business partners
• Enter and audit all customer identified contacts at the Salesforce.com Survey level to allow for system execution of relationship and transactional surveys
• Review SI wins on a weekly basis to enter contacts in Salesforce.com at the Opportunity and Survey Level
• Trigger Transactional surveys in Salesforce.com as alerts are received
• Report any customer satisfaction concerns, tagging to campaign, and provide follow up with internal JCI team members as applicable
• Enter hot alerts into campaign report to track progress and revenue tied to surveys
• Enter survey interests into campaign report to track revenue tied to surveys
• Enter CSM M&V team pipeline report updates
• Enter CSM or sales updates as needed in Salesforce.com under direction of team
• Ensure Salesforce.com is updated with new contact information from inside sales appointments set at the account level, opportunity level and survey level
• Create inside sales opportunities and and assign to applicable Account Executive
• Enter campaign codes in Salesforce.com under the correct opportunity for white space and past customer, and existing customers campaigns as needed
• Coordinate and archive field FOIA requests
• Monitor the SI competitive environment through google alerts set up for competitors and house the competitive projects in our database
• Assist in general marketing needs for the business

What we look for

Required Qualification:

• At least 1-3 years working experience in the related field is required for this position
• Proven experience as a Marketing Associate, Customer Experience Associate, or similar role
• Experience in data analytics
• Familiarity with inside sales operations
• Familiarity with Salesforce.com
• Excellent verbal and written communication skills
• Innovative and creative thinking
• Analytical mind and strong quantitative skills
• BSc/BA in Marketing, Communications, or similar field

About Us:

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

JCI is an Equal Opportunity Employer and does not discriminate on the basis of any protected categories.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.