Voice of the Customer Program Manager

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Voice of the Customer Program Manager

@ Stuller

Description

  • Stuller is looking for an architecturally minded person to lead our CX Voice of the Customer initiatives.
  • The CX VoC Program Manager is responsible for designing and facilitating strategic customer insights and making them actionable by eliminating friction points along the Stuller customer journey.
  • A well-run program will provide a consistent experience for Stuller customers and ensure that their input is at the heart of CX strategy and roadmap decisions.


Job duties and responsibilities:

  • Drive Voice of Customer insights to influence the company's roadmap and strategy by working backward from our customers' needs
  • Lead design, in partnership with product management & business leadership, of new customer insight & feedback management programs. This includes focus groups, survey methodologies, and reporting.
  • Partner with client-facing teams to identify, nurture and increase the response rate of our Voice of Customer program participants
  • Build strong relationships with team members in Product, Supply Chain & Design to support Voice of Customer activities, content, and needs
  • Facilitate regular VoC sessions involving an array of customer organizational-level participants to gather qualitative feedback on product trends, service-level solutions, and unsolved customer problems.
  • Lead cross-functional sessions with diverse groups of company leadership to highlight common themes and friction points.
  • Analyze qualitative and quantitative data to help Stuller continuously improve its Voice of Customer program.
  • Become a subject matter expert on Voice of Customer methodologies and tools, both quantitative and qualitative solutions.
  • Identify top friction points for our customers in their Stuller journey and drive change to improve their experiences.
  • Plan and execute projects to reduce friction for our customers and see them through execution to report on success and growth from change.
  • Lead a knowledgeable team that has both industry and Stuller knowledge to focus on the strategies of the CX VoC program and execute projects to drive a better experience.


Qualifications:

Required Qualifications:

  • Bachelor's degree in a related discipline, or combination of education and related experience.
  • 5+ years of work experience in consulting, supply chain, product operations, program or project management, or customer support, preferably in a B2B environment.
  • Experience implementing Voice of the Customer programs, particularly for large, matrixed organizations
  • Familiarity with principles of product management or previous experience working directly with product and supply chain teams.
  • Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment.
  • Leadership skills of a small cross-functional team.
  • Excellent communication skills, ability to simplify complex topics and adjust delivery for a variety of stakeholders (senior leaders to field operators); ability to influence and serve as a confident SME on VoC programs.
  • Demonstrated ability to manage multiple projects and processes to achieve commitments/results.
  • Demonstrated change manager with experience in enterprise systems and processes.
  • Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
  • Market and user research experience.
  • Demonstrated passion for Customer Experience
  • Strategic planning skills.
  • Microsoft Office Suite proficiency: Word, PowerPoint, Excel – including pivot table use
  • PowerPivot experience preferred
  • Salesforce™ experience preferred or experienced with other CRM software system

 


Stuller prides itself on practicing a servant leadership culture through our S.E.R.V.E. pillars. As a company, we stand by these pillars through our I/We statements shown below. The candidate filling this position must exemplify these statements and practice them in all the work that they do.

S – Smile and Acknowledge

  • I will offer a friendly greeting, eye contact, and a smile with every interaction, whether it’s to a customer or vendor visiting our facility or a co-worker I am passing in the hallway.
  • I will communicate clearly and effectively with my co-workers, remembering that communication is the lifeblood of the organization.
  • We value respect and positivity. A simple smile or greeting can change the course of someone's day. We believe in the small things that can shape meaningful experiences.

E – Engage with Your Community  

  • I will show my Stuller spirit by participating in company-sponsored programs and events within my local community.
  • I will actively be involved in Stuller’s mission to give back to the community that has done so much for the company.
  • We value the connection to our local community. We believe it is our responsibility to help preserve its beauty and culture.

R – Raise the Bar

  • I will perform on time every time and move with a sense of urgency to get the job done.  
  • I will deliver on expectations from my leaders and my peers and be a great teammate.
  • We believe that exceeding expectations in actions both large and small is the heartbeat of our organization.

V – Value Your Wellness

  • I will bring my full energy and best self to the efforts underway each day.
  • I will take ownership of my physical, mental and financial wellness by utilizing the programs and resources offered by Stuller.

E – Elevate Yourself

  • I will pursue continued professional and personal growth.
  • I will engage with resources provided by Stuller to ensure that I am showing up as my best self.
  • We value each role within our organization.  We believe in taking pride in each of our contributions, personal growth, and professional presence.


How to Apply:

Apply online at https://www.stuller.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: November 14, 2022
Application Deadline: December 14, 2022
Job Type: Full-time