**Join arenaflex, a global leader in commercial vehicle, financial, and customer service fields, as we revolutionize the vehicle ownership experience through innovative services delivered to connected-enabled vehicles.**
As a Customer Experience Manager at arenaflex, you will have the opportunity to work with our renowned brands, including Kenworth, Peterbilt, and DAF, to ensure an exceptional customer experience when working with our digital products and services. Our Global Connected Services team is responsible for developing and implementing strategies to improve customer interactions across multiple touchpoints and channels, and we are looking for a talented individual to join our team.
**About arenaflex**
arenaflex is a Fortune 500 company established in 1905 and recognized as a global leader in the commercial vehicle, financial, and customer service fields. We design, manufacture, and customer support high-quality light-, medium-, and heavy-duty trucks under our internationally recognized brands. arenaflex also designs and manufactures advanced diesel engines and provides customized financial services, information technology, and truck parts related to our principal business.
**About the Role**
As a Customer Experience Manager at arenaflex, you will be responsible for overseeing and improving all aspects of the customer's digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You will work closely with customers, dealers, and other arenaflex divisions to collect data and insights to improve the way customers perceive and value our services. This position is located in Lewisville, TX, and is an individual contributor role.
**Key Responsibilities**
* Develop and implement strategies to improve customer interactions across multiple touchpoints and channels
* Act as the steward of the Global Connected customer experience
* Create comprehensive customer journey maps
* Analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
* Work closely with customers, dealers, sales, and marketing to identify and validate customer value propositions
* Collaborate with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives
* Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
* Train and educate internals on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
* Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
**Qualifications**
* 5+ years' experience in customer service, customer experience management, or a related field
* Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
* Familiarity with project management principles and practices
* Results-oriented with excellent customer service skills
* Strong attention to detail
* Excellent interpersonal, communication, and presentation skills, with proven ability to influence others
* Ability to work flexible schedule as business needs dictate
* Ability to travel (~30%, as needed)
**Education/Training**
* Bachelor's degree in Business Administration, Marketing, Business Management, or Communications required
* Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), a plus
**arenaflex Benefits**
As a U.S. arenaflex employee, you have a full range of benefit options, including:
* 401k with up to a 5% company match
* Fully funded pension plan that provides monthly benefits after retirement
* Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
* Tuition reimbursement for continued education
* Medical, dental, and vision plans for you and your family
* Flexible spending accounts (FSA) and health savings account (HSA)
* Paid short- and long-term disability programs
* Life and accidental death and dismemberment insurance
* EAP services including wellness plans, estate planning, financial counseling, and more
**Diversity & Inclusion**
arenaflex is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures arenaflex has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.
**arenaflex's IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. arenaflex supports women through the PACCAR Women's Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship, and Inclusive Leadership are just a few of many trainings offered. arenaflex is a supporter of PRIDE and celebrates many different multi-cultural events.**
**Additional Job Board Information**
arenaflex is an Equal Opportunity Employer/Protected Veteran/Disability. At arenaflex, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience.
**How to Apply**
If you are a motivated and customer-focused individual looking for a challenging and rewarding role, please apply to this position by clicking on the link below.
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