This role is responsible for managing HPFS customer experience measurement (e.g.loyalty, TCE, NPS) and supporting the identification of market trends, businessissues or opportunities impacting HPFS target customers. As part of a broadermarketing & communications team this role will perform analysis of customerand market data, primary or secondary research and other important sources ofinformation to help identify customer insights.
Thisrole functions as part of a worldwide team and in this capacity will also bechallenged to come up with new ideas, recommend go-to-market actions based onanalytical findings and help develop successful TCE programs across businessunits. It will also champion the use of common research best practices, processesand languages; implement research protocols and ensure timely and effectiveexecution of programs.
Thisis a global role, targeting customers and markets in all three major regions –Americas; Asia Pacific Japan; Europe Middle East and Africa. The scope of therole, its global impact plus the speed at which HPFS go-to-market campaigns aredeveloped, means that this is a very fast-moving and demanding position. Theideal candidate will be someone who enjoys a highly collaborative workingenvironment, has a bias to action and is motivated by challenging workassignments with tight deadlines.
Inthis role the person will have the opportunity to work on a wide range of customerexperience and marketing projects, and with many parts of the global HPFinancial Services business. It is an ideal position for someone seeking torapidly develop their career after completing an MBA and who wants to contributeto the success of an important HP business unit.
Customer Experience and Marketing Manager-1274986
Thisposition reports directly to the Research and Marketing Manager and is based inNew Jersey, USA.
Keyresponsibilities include:
- Provideoverall management of the HPFS customer experience measurement platform,including loyalty, TCE and NPS components
- Analyzehistorical and operation metrics to drive action planning
- Identifyand develop metrics/benchmarks and provide insight behind the information inperformance dashboards
- Provideoversight and drive production of TCE analyses and reporting
- Participatein the development and execution of go-to-market campaigns, including providingprimary and secondary research support to drive customer insights
- Provideoptimization recommendations that enable continuous improvement in go-to-marketcampaigns processes
Qualifications
Education and ExperienceRequired:
•Master of Business Administration (MBA) or relevant field required
•5+ years customer experience measurement and project management optimal
- Marketresearch experience required
- Experiencemanaging customer experience measurement (e.g. loyalty, TCE) programs preferred
- Statisticalbackground a plus
Knowledge and Skills Required:
•In-depth knowledge of research principles, practices, tactics and tools
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- Familiaritywith marketing activities, practices, and procedures
- Familiaritywith business and marketing strategies
•Excellent written/oral communications and analytical skills
•Strong interpersonal skills; ability to build and manage virtual teams
•Ability to interface effectively with all levels of management and functionaldisciplines
•Strong ability to influence and drive consensus
- Excellent execution skills
Critical Competencies to DriveBusiness Results:
Abilityto plan and execute customer experience measurement (eg., loyalty, TCE) projects
Driveand evaluate marketing programs
Analyticaland/or database skills
Problemresolution skills
Job
- MarketingPrimary Location
- United States-New Jersey-Berkeley HeightsSchedule
- Full-timeJob Type
- ExperiencedShift
- Day JobTravel
- Yes, 25 % of the TimeJob Posting
- Apr 30, 2014Please apply here.
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