Customer Experience (CX) Business Specialist

About the Role

Key Responsibilities

• Collaborate with the global IT service team to ensure systems meet business requirements and integrate appropriately.
• Assist in managing projects to implement new systems and system improvements.
• Ensure the accuracy and integrity of data within the systems and advise management on improvement opportunities with the user base.
• Stay updated on industry trends and process improvement opportunities to enhance the efficiency and effectiveness of CX-related activities.
• Provide training and support to global sales teams on CX platforms and CRM, ensuring effective usage to meet business objectives.
• Monitor the performance of CX systems and analyze key metrics to identify areas for improvement.
• Optimize marketing initiatives such as digital advertising, video social media platforms, and website through analysis of metrics and best practices.
• Implement workflow processes for targeted marketing email campaigns in the newly launched marketing automation platform.
• Administer the company's digital asset management system by managing user enrollment, adoption, and maintenance of collateral.

Requirements

• Experience with CX platforms, particularly CRM systems.
• Knowledge of SAP Cloud for Customer is a plus.
• Experience in digital marketing campaigns or systems is a plus.
• Strong technical, analytical, Excel, data, and communication skills.
• Adaptable and quick to learn, with ability to effectively collaborate and navigate within a complex matrix organization.
• Bachelor's degree in IT, MIS, Marketing, or related field.
• 3-5 years of experience in an IT, CRM, or digital marketing related role.
• Minimal travel, occasional evening meetings, overtime, and a hybrid work environment with a minimum of 3 days in the Howell global headquarters.

Nice to Have

• Knowledge of SAP Cloud for Customer.
• Experience in digital marketing campaigns or systems.