CX & BUSINESS KPIS MANAGER

Company: IONNA LLC
Location: Raleigh
Posted on: October 1, 2024

Job Description:

IONNA, a pioneering joint venture in the EV charging industry, is looking for a passionate and results-driven Cx and Business KPI Manager to enhance our customer experience strategy. This role is essential in shaping the future of electric mobility by leveraging data-driven insights to elevate customer satisfaction and loyalty.

Responsibilities:

• Customer Experience Strategy: Develop and implement a comprehensive customer experience (CX) program that prioritizes customer satisfaction, loyalty, and retention.
• KPI Dashboard Management: Own the design and utilization of executive reporting and organizational-wide KPI dashboards to track performance metrics.
• Voice of Customer (VoC): Direct all activities related to customer sentiment, including consumer/market research, metric establishment, and feedback collection and analysis.
• Cross-Functional Collaboration: Work closely with Product, Sales, Marketing, Customer Care, and Logistics teams to enhance customer-centric initiatives across the organization.
• Customer Listening Strategy: Design a multi-channel strategy that captures a holistic view of the customer experience.
• Continuous Improvement: Drive innovative strategies based on customer feedback and data analytics to improve overall customer satisfaction.
• Reporting Insights: Prepare and present actionable insights to executive leadership based on KPI trends and analysis. Qualifications:
  • Education: BS degree in a relevant field. MBA is highly desirable.
  • Experience: A minimum of 5 years of experience in customer experience management within a B2C environment, demonstrating a proven track record of developing successful CX programs.
  • Technical Proficiency: Proficiency in data visualization tools such as Tableau, Power BI, or similar platforms. Experience with SQL, Python, or other programming languages preferred.
  • Communication Skills: Exceptional verbal and written communication skills with the ability to present complex data insights clearly to stakeholders at all levels.
  • Leadership Abilities: Experience leading cross-functional teams and mentoring junior staff members. Preferred Skills:
    • Knowledge of journey mapping and analytics to identify areas for improvement in the customer journey.
    • Experience in developing innovative solutions that enhance the customer experience. Why Join IONNA:
      • Be part of a revolutionary venture that is transforming the EV charging landscape in North America.
      • Contribute to sustainability by powering our stations exclusively with renewable energy.
      • Work within a dynamic culture that values innovation, collaboration, and professional growth.
        
        IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.
        
        We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

Keywords: IONNA LLC, Raleigh , CX & BUSINESS KPIS MANAGER, Executive , Raleigh, North Carolina