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Manager, Customer Experience in Mount Laurel, NJ at ARI

Date Posted: 12/24/2018

Job Snapshot

Job Description

Job Posting - External

ARI, part of the Holman Automotive Group and headquartered in Mt. Laurel, N.J., is a billion-dollar global vehicle fleet leasing and management company that prides itself on providing exceptional service.

Recognized five years in a row as one of the “100 Best Companies to Work For” by Fortune magazine, ARI’s clients include many of the most recognizable brands across the globe, with business-critical fleet assets that support their continued success.

In this newly created role, the Manager, Customer Experience will own the customer experience for our Client Relations team.

Principal Purpose of Position:

  • Optimize customer loyalty and advocacy, deepen customer relationships and accelerate digital transformation by imprinting customer-centric principles on all initiatives and across all customer touchpoints
  • Map out the future state of the ARI customer journey
  • Lead, monitor and ensure execution of the Customer Experience Initiative plan
  • Support any Request for Proposal required for the needs of the Customer Experience Initiative
  • Work closely and collaboratively with all North American departments within ARI to bring awareness of, and value to, the Customer Experience Initiative
  • Perform all other duties and special projects as assigned
  • Uphold company values and culture within every employee interaction and throughout business practice changes and/or the implementation of any technological, process or service enhancements
  • Manage relationships and liaises with internal and external stakeholders and any external vendors
  • Consulting with customers and aligning business needs/objectives to service and technological support
  • Evaluate emerging customer experience trends and technologies for consideration
  • Leverage data and voice of the customer information to analyze successes, failure points and prioritize required actions as needed

Education and/or Training:

  • Bachelor’s Degree in Business Administration, Information Management or a related field
  • Excellent project management skills
  • Ability to exercise considerable, sound judgement and discretion in dealing with matters of significant priority

Relevant Work Experience:

  • 5+ years of experience at a management level
  • Established track record of executing on high-priority projects and improving operational performance
  • Experience proving problem-solving skills and the ability to analyze processes, information and departmental structure(s)

Planning/Organizing/Managerial Knowledge:

  • Ability to multi-task within many parallel priorities
  • Ability to drive accountability cross-departmentally to successfully adhere to project plans
  • Ability to assess existing processes and workflows quickly in order to create new, value-added enhancements

Communicating & Influencing Skills:

  • Excellent verbal, written and interpersonal communication skills within all levels of the organizational structure
  • Ability to connect with others, cross-departmentally in support of the requirements of the Customer Experience Initiative
  • Ability to make complex systems, platforms, processes and business requirements easy to understand for both internal stakeholders and external customers