97 applicants

Company

Driven Brands Inc. · 12 hours ago

Senior Customer Experience Technology Manager

Charlotte, NC

Full-time

Remote

Senior Level

$101K/yr - $180K/yr

5+ years exp

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Responsibilities

Collaborate with brand leaders to develop and execute customer experience strategies that align with business goals.

Advise and influence senior leadership on the impact of customer-centric initiatives.

Define and optimize customer lifecycle stages, from acquisition and onboarding to retention and advocacy.

Collaborate across IT and technology partners to define and execute customer experience technology roadmaps.

Ensure technology investments support customer journey enhancements and business goals.

Evaluate and recommend tools to improve customer engagement and operational efficiency.

Utilize data analytics and feedback to identify customer pain points and areas for improvement.

Support customer segmentation and personalization strategies to enhance engagement.

Develop detailed customer journey maps to visualize and address experience gaps.

Partner with business units to prioritize and deliver high-impact customer experience initiatives.

Build and nurture relationships with key stakeholders to foster collaboration and alignment.

Serve as the voice of the customer (VoC), ensuring their needs drive business technology decisions.

Lead efforts to streamline customer interaction processes and improve efficiency.

Implement strategies to elevate customer satisfaction and boost NPS performance.

Oversee continuous improvement programs to optimize workflows and technology solutions.

Define project scopes, objectives, and deliverables for customer experience initiatives.

Manage cross-functional collaboration to ensure timely and successful project execution.

Provide executives with regular updates on project progress, risks, and outcomes.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer experience managementData analyticsProject managementOmnichannel engagement strategiesCustomer segmentationCampaign analyticsBusiness analysisStrategy developmentRetail experienceService industry experienceCollaboration skills

Required

Bachelor’s degree in Computer Science, Business Administration, Marketing, or a related field.

5+ years of experience in customer experience management, business analysis, or strategy development.

Strong analytical skills with a proven track record of data-driven decision-making.

Excellent communication and collaboration abilities across diverse teams.

Demonstrated success in managing multiple projects and meeting deadlines.

Preferred

Experience in retail or service-oriented industries.

Expertise in omnichannel customer engagement strategies.

Background in loyalty programs, customer segmentation, and campaign analytics.

Benefits

Paid time off

Holiday pay

Company

Driven Brands Inc.

Glassdoor

2.8

Driven Brands™, headquartered in Charlotte, NC, is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash.

Founded in 2006

Charlotte, North Carolina, USA

5001-10000 employees