Date: Jan 14, 2014
Location: New York, NY, US
Sr. Manager Customer Experience-13016967
Description
Small merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for small merchants. By providing visibility, marketing and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops.
The U.S. Small Merchants organization is responsible for building unique experiences for merchants through third-party acquiring partnerships, effective client management, world-class analytics, promotions and marketing initiatives. The team is dedicated to helping small merchants succeed and grow by providing them with a range of tools and resources – lending products, online resources and discussion, digital promotions and social media tools – as well as advocacy and support. American Express provides small merchants solutions focused on enhancing merchant membership and connecting them with customers who can help build their business.
The U.S. Small Merchants organization falls within Global Merchant Services (GMS), the merchant network at American Express which acquires and maintains relationships with millions of merchants around the world that welcome the card.
Expected Outcomes
- Drive a seamless servicing experience for merchants calling into World Service
- Be the voice of customer to improve servicing processes/policies and inform products/services offered to merchants
- Help servicing be a differentiator resulting in higher NPS for small merchants
Responsibilities
Voice of Customer Strategy
- Solicit feedback through interviews or surveys
- Collect unsolicited feedback via call monitoring, emails, social media posts
- Analyze merchant feedback to identify pain points & opportunities
- Document merchant understanding in a way that’s easy to understand e.g. personas, merchant journeys
Performance Management & Implementation
- In partnership with World Services, identify process improvement opportunities to reinforce value of calls placed into World Services and/or improve overall servicing experience e.g servicing letters, alert prioritization
- In partnership with World Services, create content to enable training & communications to CCPs to build and maintain skills needed to deliver intended customer experience
- Perform rituals and routines that reinforce the importance of customer experience and what it takes to deliver e.g early tenure booths, contests, incentives
Governance/Partnerships
- Manage partnerships across World Service to implement projects on time and within budget
- Define a consistent approach to maintain proven best practices and a pipeline of prioritized customer service issues and potential solutions.
Qualifications
- Strong strategic thought leadership and business development skills
- Strong customer focus coupled with an in-depth understanding of World Services
- Self-starter with the ability to drive results in an unstructured environment
- Passionate about driving business forward, is innovative and creative
- Strong interpersonal skills and ability to build relationships, influence and drive collaboration
- Excellent business writing, presentation and analytical skills
- MBA qualified or equivalent
- 30% Travel
- Location: New York
Job: Marketing
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Credit, Business Development, Marketing Manager, Manager, Performance Management, Finance, Sales, Marketing, Management, Human Resources
Description
Small merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for small merchants. By providing visibility, marketing and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops.
The U.S. Small Merchants organization is responsible for building unique experiences for merchants through third-party acquiring partnerships, effective client management, world-class analytics, promotions and marketing initiatives. The team is dedicated to helping small merchants succeed and grow by providing them with a range of tools and resources – lending products, online resources and discussion, digital promotions and social media tools – as well as advocacy and support. American Express provides small merchants solutions focused on enhancing merchant membership and connecting them with customers who can help build their business.
The U.S. Small Merchants organization falls within Global Merchant Services (GMS), the merchant network at American Express which acquires and maintains relationships with millions of merchants around the world that welcome the card.
Expected Outcomes
- Drive a seamless servicing experience for merchants calling into World Service
- Be the voice of customer to improve servicing processes/policies and inform products/services offered to merchants
- Help servicing be a differentiator resulting in higher NPS for small merchants
Responsibilities
Voice of Customer Strategy
- Solicit feedback through interviews or surveys
- Collect unsolicited feedback via call monitoring, emails, social media posts
- Analyze merchant feedback to identify pain points & opportunities
- Document merchant understanding in a way that’s easy to understand e.g. personas, merchant journeys
Performance Management & Implementation
- In partnership with World Services, identify process improvement opportunities to reinforce value of calls placed into World Services and/or improve overall servicing experience e.g servicing letters, alert prioritization
- In partnership with World Services, create content to enable training & communications to CCPs to build and maintain skills needed to deliver intended customer experience
- Perform rituals and routines that reinforce the importance of customer experience and what it takes to deliver e.g early tenure booths, contests, incentives
Governance/Partnerships
- Manage partnerships across World Service to implement projects on time and within budget
- Define a consistent approach to maintain proven best practices and a pipeline of prioritized customer service issues and potential solutions.
Qualifications
- Strong strategic thought leadership and business development skills
- Strong customer focus coupled with an in-depth understanding of World Services
- Self-starter with the ability to drive results in an unstructured environment
- Passionate about driving business forward, is innovative and creative
- Strong interpersonal skills and ability to build relationships, influence and drive collaboration
- Excellent business writing, presentation and analytical skills
- MBA qualified or equivalent
- 30% Travel
- Location: New York
Job: Marketing
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Credit, Business Development, Marketing Manager, Manager, Performance Management, Finance, Sales, Marketing, Management, Human Resources
0 comments:
Post a Comment