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Hawaiian Telcom · 4 hours ago

MDU Customer Experience Mgr

Honolulu, HI

Full-time

Onsite

Mid, Senior Level

$60K/yr - $90K/yr

5+ years exp

Hawaiian Telcom Inc is seeking a Customer Experience Manager to play a strategic role within the MDU business team. This position is responsible for developing market strategies and managing customer-focused marketing campaigns to enhance customer satisfaction and support revenue objectives.

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Responsibilities

Lead strategy and execution of sales and customer satisfaction plans for the MDU consumer segment

Maintain regular, proactive communication with the MDU customer base to facilitate problem-solving, address day-to-day service needs, and support property management relationships

Analyze market data and manage marketing budget to optimize book of business advertising spend

Develop and execute mass marketing (TV, radio, print, digital), direct marketing, and promotional campaigns for MDU customer base

Conduct market research and customer observation to identify evolving needs

Enhance customer satisfaction and retention through targeted initiatives

Drive cross-product marketing by understanding overlapping solution areas

Serve as the customer advocate across internal teams, ensuring alignment with customer needs and expectations

Identify and improve MDU-specific customer journey touchpoints including onboarding, service delivery, technical support, and account management

Partner with internal teams to develop MDU customer feedback loops and implement closed-loop process improvements

Create and monitor KPIs related to MDU customer engagement and satisfaction, using insights to drive operational and service excellence

Collaborate with Customer Service and Field Operations to resolve pain points and scale consistent support models across properties

Qualification

Marketing planningCustomer experience strategyMarket analysisDigital marketingCustomer researchCross-functional leadershipInnovative thinkingMicrosoft OfficeMDU challengesCommunicationPresentation skillsTime management