CX Manager, Buying Experience

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

ABOUT THE OPPORTUNITY…

Are you a Customer Experience leader skilled in VoC research and translating insights into programs that improve customer experience and lead to expanded relationships with customers? If yes, Iron Mountain is looking for you to be an important part of our company fulfilling its growth strategy, which rests on winning new types of customers and expanding our relationships with existing ones. This position is a key member of the Global CX Center of Excellence, creating CX strategies and managing research programs that deliver positive impact for our customers. The CX Manager, Buying Experience serves as a consultant and advisor to the Iron Mountain sales and marketing teams, partnering with leadership to execute research programs that increase new solution cross-sell and other outcomes. The CX Manager for Buying Experience leads the execution of win/loss programs - managing research initiatives, synthesizing insights into business recommendations, and facilitating improvement workstreams. This person will have strong interpersonal and project management skills and be able to interface effectively with functional leaders. 

RESPONSIBILITIES…

• Build and maintain strong relationships with commercial stakeholders. Develop a deep understanding of marketing and sales processes and our go-to-market strategies. 

• Execute qualitative and quantitative research that helps commercial teams understand what drives commercial outcomes (wins/losses). Partner with the sales operation team and external vendors to deliver high-quality research programs. 

• Analyze research data to generate clear insights and specific recommendations to improve our buying experience. Highlight where particular segments of the customer population have unique dynamics / opportunities. 

• Develop customer journey maps for critical moments in the buying experience, highlighting where and how changes can improve satisfaction and commercial outcomes. 

• Facilitate action planning with a cross-functional commercial stakeholder group and track/report progress on changes

SKILLS & REQUIREMENTS…

• BA/BS in business, marketing or related fields 

• 3+ years experience in CX, research, strategy, or other transformational role 

• Experience working with sales and marketing functions to improve commercial outcomes (ie buying experience) 

• Subject matter expertise in Customer Experience, preferably with professional CX certification 

• Understanding of best practice research techniques and data analytics methods 

• Ability to think conceptually, manage ambiguity, solve complex problems, and make thoughtful recommendations 

• Solid project management and prioritization skills to meet deadlines, taking responsibility for deliverables 

• Strong communication and presentation skills, projecting professionalism and credibility

• Familiarity with advanced data visualizations including mekko, quad charts, scatter plots, and table charts 

• Proficiency with Qualtrics or other enterprise surveying platform 

• Additional consideration for experience with Salesforce Sales Cloud and Reporting

WHAT’S IN IT FOR YOU?

● Be part of an ever evolving global organization focused on transformation

● Have a support system where you have a safe place to voice your opinion and share feedback

● Open space to be creative, strategize, brainstorm, and plan for the future success of IRM

● Global connectivity to learn from 27,000+ teammates across 63 countries

● Be part of a winning team who embrace diversity, inclusion, and our differences

Category: Marketing