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Senior Manager, CRM and Contact Optimization - MSO in Hoffman Estates, IL at Sears Member Services Organization

Date Posted: 4/12/2019

Job Snapshot

Job Description

Req/Job ID: 972470BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 58490: Sears Roebuck & Co.

Senior Manager, Customer Relationship Management (CRM) and Contact Optimization is responsible for identifying critical features required within the contact center CRM in order to achieve advisor and customer success and for developing change management processes to ensure initial and ongoing success of the CRM and other service tools, including voice experiences such as Interactive Voice Recognition (IVR)

Job Requirements

Responsibilities:
• Analyzes and develops business design of CRM and IVR tools, specifically addressing the advisor tool sets required to provide a singular resolution for the customer/member needs
• Delivers and executes change management processes for both initial and post tool implementations
• Defines innovative solutions, including member self-service, to drive efficiencies through improved operations technology, and identifies opportunities to decrease non-value-added member contacts and touch-points, while driving top line growth, margin improvements, and an enhanced member experience
• Maps member success activities and partners across the enterprise, providing roadmaps and recommendations to reduce customer friction points and lead to one contact resolution
• Identifies and analyzes key performance drivers (positive and negative) and areas of opportunity impacting MSO MSAT improvement and contact reduction; develops, resources, and leads assigned initiatives to improve performance based on those drivers and opportunities; communicates performance, opportunities, plans, and progress to MSO and BU leadership
• Leverages reporting, BI/technology team, financial/business analysts, BU data experts, operations teams to identify and analyze drivers of performance/contacts
• Develops and prioritizes initiatives that drive positive material change in MSAT performance and contact volume/mix and builds and maximizes relationships with MSO and BU operations and support teams. Initiatives may involve BU business model and processes, BU performance, member self-service, member communication and updates, technology improvements, BU/MSO policies and procedures, MSO processes and associate behaviors
• Facilitates communication and decision making between and among MSO and BU leadership, operations and support teams through regular meetings and updates geared to drive action and accountability around MSAT and contact reduction Partners with MSO and BU leadership to resource identified initiatives, including project leaders, and provides project leadership directly as needed

Job Requirements:
• 5+ years business experience in the customer service industry or combination of experience/relevant education, 5+ years working with performance data and analyzing results to identify drivers, 3+ years leading initiatives or serving as a key project team member, and 2+ years working in a customer service environment
• Proven ability to achieve results in a larger, complex, cross-functional business environment, with excellent change leadership skills
• Ability to understand, review, and explain the details of complex analyses involving large data sets and many variables
• Effective interpersonal communication skills and presentation skills, including experience presenting to executive level audience, with proven ability to influence others outside of span of control
• Expertise in Microsoft Excel and PowerPoint
• Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
Preferred Skills:
Experience doing analysis on large business metric data sets, project leadership experience, experience with Six Sigma and Lean processes

#Corporate, #CallCenter
58490