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altafiber · 1 day ago

MDU Customer Experience Mgr

Honolulu, HI

Full-time

Onsite

Mid, Senior Level

$60K/yr - $90K/yr

5+ years exp

altafiber is seeking a Customer Experience Manager to play a strategic role within the MDU business team, aligning customer experience initiatives with sales and service goals. The role involves developing market strategies, managing marketing campaigns, and enhancing the customer experience for multi-tenant environments.

Business DevelopmentConsultingData StorageInformation TechnologyIT InfrastructureUnified Communications

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 analysisCross-functional alignmentDigital marketingCustomer researchInnovative thinkingMicrosoft OfficeUnderstanding customer needsMDU operational knowledgeCommunicationPresentation skillsTime management

Required

Four years of College resulting in a Bachelor's Degree or equivalent

Must have a valid driver's license

5 to 7 years in related field

5--7 years of experience in a related marketing or business field

Minimum 5 years of increasing responsibility in marketing roles within a service or B2B organization

Deep understanding of customer needs and market trends

Proven leadership and ability to build cross-functional alignment

Expertise in marketing planning, execution, and measurement

Strong communication and presentation skills

Innovative thinker with the ability to generate business-building ideas

Skilled at managing multiple priorities and meeting deadlines

Proficient in Microsoft Office (Excel, Word, PowerPoint), with a working knowledge of financial concepts

Familiarity with digital tools, website organization, and customer research platforms

Knowledge of MDU operational challenges and the ability to implement scalable improvements tailored to property-based customer environments

Company

altafiber

Glassdoor3.7

altafiber provides a complete spectrum of technology solutions ranging from infrastructure, applications, to consulting services. It is a sub-organization of altafiber.

Founded in 1994

Cincinnati, Ohio, USA

1001-5000 employees